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Associate Customer Support Supervisor

Ubisoft
Pune MH in
2 years ago
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Job Description

About the Organization:

Ubisoft is composed of over 16,000 talented people located in 5 continents across the globe. The company’s 40+ different creative studios work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.

Ubisoft Customer Relationship Center takes care of assisting gamers and is in-line with Ubisoft’s mission: “Player First”.

Job Title: Associate Account Support Supervisor

Summary:

Under supervision by the Customer Support Supervisor and in tandem with the Operations Manager, the Associate Account Support Supervisor is responsible for all customer-facing support activity on webmail and live chat channels for Ubisoft products on PC and consoles. This role will provide Team Leads with the tools and the guidance to support their customer facing teams. The Associate Account Support Supervisor is also responsible for promptly communicating relevant information to management, leads and customer-facing agents.

Status: Full-time / Permanent

Timing/Shifts:

This work will require to accommodate with shifts (especially night and morning IST) 5 days per week.

Operations business hours are from 9 am EST to 3 am EST, from Monday to Sunday. The team will be balanced in shifts as per business requirements.

Job Responsibilities:

Core duties and responsibilities include the following. Other duties may be assigned.

Regularly observe and coach Team Leads on their assigned shift regarding their performance

Proactively and reactively determine solutions regarding agent morale and performance, and all other possible risks to business interests

Schedule and prioritize additional work tasks for Team Leads as the need arises

Utilize data, observations, and reports to track and evaluate performance of their team members

Facilitate strong information flow through regular team meetings and one-on-ones with Supervisor/Manager/Director

Ensure business needs are met by providing guidance and direction to team members through collaboration with Team Leads

Act as backup for Time card approval and HRTB requests for all permanent and seasonal/contract agents assigned to their team (Leads and Managers as appropriate)

Remain abreast of current trends and issues to direct agent inquiries and provide support.

Complete tasks as assigned by Supervisor/Manager/Director

Supervisory Responsibilities:

Supervises Leads in the Customer Support Department. Is responsible for the overall direction, coordination, and evaluation of these units. Responsibilities include interviewing new candidates; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Accountability:

Team Service Level Agreements and Productivity

Team Lead’s performance

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual

Interpersonal

Leadership

Organization

Self-Management

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION:

EXPERIENCE:

LANGUAGE SKILLS:

MATHEMATICAL SKILLS:

REASONING ABILITY:

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of:

Preferred But Not Required:

Physical Demands:

The physical demands described here are representative of those that must be met by an

Employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Information

To all recruitment agencies: Ubisoft does not accept agency resumes. Please do not forward resumes to our jobs alias, Ubisoft employees or any other company location. Ubisoft is not responsible for any fees related to unsolicited resumes

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