Operations Manager - Player Support

Keywords Studios
Ireland
December 14, 2023
Contact:N/A
Offerd Salary:Negotiation
Location:N/A
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A
Create An Impressive Resume
Apply now Add to favorites Complain this post Share this post

Responsibilities:

  • Manage and oversee the day-to-day operations of the contact center, ensuring efficient and effective operations to meet and exceed client expectations from KPIs, and SLA targets.
  • Lead, motivate, and manage multiple projects, fostering a positive and collaborative work environment while driving performance and achieving targets.
  • Develop and maintain strong client relationships, serving as the main point of contact for client management and engagement, and consistently meeting or exceeding client expectations.
  • Prepare and deliver engaging presentations and reports to clients and internal stakeholders, showcasing performance metrics, insights, and recommendations to drive continuous improvement and client satisfaction.
  • Provide coaching and support to Team Leads and Shift Leads, promoting their professional growth and ensuring consistent development of leadership skills.
  • Collaborate with cross-functional teams to analyze processes, identify areas for improvement, and implement appropriate solutions to enhance operational efficiency, quality, and customer experience.
  • Utilize data analytics to assess and monitor performance metrics, proactively identifying trends and implementing data-driven strategies to improve service quality and efficiency.
  • Stay up-to-date with industry trends and best practices, proactively seeking opportunities for innovation and suggesting improvements in processes, technologies, and workflows.
  • Foster a positive and inclusive work environment, promoting teamwork, employee engagement, and a culture of continuous learning and improvement.

    • Requirements

  • Bachelor's degree in a relevant field or equivalent work experience.
  • Minimum of 3 years of experience as an Operations Manager in the BPO industry, successfully managing a team of at least 75 FTEs or more.
  • Strong client management and engagement skills, with a proven track record of building and maintaining successful client relationships.
  • Excellent presentation and reporting skills, with the ability to effectively communicate information in a clear and concise manner to clients and internal stakeholders.
  • Experience in coaching and mentoring Team Leads and Shift Leads, fostering their professional development and enhancing team performance.
  • Proficient in data analysis, using data-driven insights to identify opportunities for improvement and make informed strategic decisions.
  • Strong problem-solving skills, with the ability to identify root causes and implement effective solutions.
  • Excellent communication and interpersonal skills, with the ability to collaborate with diverse stakeholders and teams.
  • Strong leadership abilities, with a results-oriented mindset and the ability to motivate and inspire a large team.
  • Flexibility and adaptability to navigate a fast-paced, dynamic environment.
  • Has a gaming background or someone who has an understanding about the industry, familiarity with gaming tech, understanding of player experience and updated with industry trends.

    • Benefits

  • Hybrid setup
  • Worker's insurance
  • Paid Time Offs
  • Other employee benefits to be discussed by our Talent Acquisition team in India

    • From this employer

    Recent blogs

    Recent news

    Job Seeker
    Job Employer Blog News Resume Subscribe
    Employer
    Post a job Post blog Post news Content Marketing
    Info
    About us Terms & Conditions Privacy Policy Contact us

    This site uses cookies to deliver our services and to show you relevant ads and job listings. By using our site, you acknowledge that you have read and understand our Privacy Policy, and our Terms and Conditions. Your use of TopGameBuilder’s Products and Services, is subject to these policies and terms.
    If you do not use the cookie, some functions may not work properly.

    OK Close