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CS Team Leader

Description

Playtika (NASDAQ: PLTK) is a mobile gaming entertainment and technology market leader with a portfolio of multiple game titles.

Founded in 2010, Playtika was among the first to offer free-to-play social games on social networks and, shortly after, on mobile platforms.

Headquartered in Herzliya, Israel, and guided by a mission to entertain the world through infinite ways to play, Playtika has offices worldwide and over 4,000 employees.

We are successfully applying our intuitive understanding of what players want. That's why we have over 35 million players.

As a digital entertainment powerhouse, Playtika processes more than 9TB of data daily. Our games are continuously evolving journeys, personalized to deliver new challenges and surprising thrills, at every twist and every turn.

At Playtika we don’t just build games, we bring them to life!

We are looking for a Customer Support Team Leader to join the Bucharest office.

Responsibilities

· Recruit, train & coach, and develop candidates with real potential to bring quality work to the CS team and furthermore. Create a pool of talent in the RO CS team ready to take on new challenges with maximum efficiency when new roles become available in the studio and in the company.

· Challenge the status quo, plan ahead, strategize his/ her effort with direct impact, and report and measure the results of your work. Own at least one major project per quarter that benefits the department and/ or the studio through real impact and value.

· Is responsible for setting and monitoring the team's performance goals and ensuring that the team meets or exceeds them. Also, develop metrics to measure the team's progress and adjust goals as necessary.

· Should ensure that the team is effectively managing the workflow and that there are enough resources to handle customer queries, inquiries, and complaints. They should also ensure that customer inquiries are resolved within a reasonable timeframe.

· Analyze data and reports to identify trends and areas for improvement in customer service. Should make recommendations to senior management based on this analysis and work to implement changes.

· On a need basis, cooperates with the Recruitment department to interview and hire new staff.

· Monitors the onboarding and progress of newcomers. Furthermore, should provide opportunities for continuous learning and growth within the team.

· Organizes Shadowing and Knowledge Sharing sessions for people growth with CS Departments from Playtika, VIP, MM OPS, etc.

· Holds meaningful one on one meetings with all the employees which address professional issues and personal issues.

· Has regular 1:1 or round tables with peers for knowledge sharing.

· Performing periodical quality checks and arranging training for the agents with difficulties.

· Performs thorough quality audits on tickets/ chats of CS agents, manages disputes, and provides meaningful, workable feedback.

· Liaises and maintains an efficient work relationship with the outsourced CS.

· Engages with and is responsive to colleagues from all areas of the business (studio and company).

· Responsible for Prioritization of emergencies (production incidents, communications with Legal, NOC, SLS, spikes or drops).

· Follows up with Retrospectives and Lesson Learned for CS when this area was not properly handled.

· Keeps up to date with the product, tools, and processes and has suggestions related to app improvements.

· Keeps up to date with all the stats pertaining to all the KPIs that govern CS, and proactively runs checks.

· Reviews communication/ events that took place overnight and follows up or intervene as needed on daily basis.

Requirements

· Recruit, train & coach, and develop candidates with real potential to bring quality work to the CS team and furthermore. Create a pool of talent in the RO CS team ready to take on new challenges with maximum efficiency when new roles become available in the studio and in the company.

· Excellent written and verbal communication skills to communicate effectively with customers, team members, and senior management. Strong listening skills and the ability to understand and respond to customer needs are essential.

· Passionate about providing excellent customer service and having a deep understanding of customer needs and expectations. They should be able to identify customer pain points and provide appropriate solutions to resolve customer issues.

· Strong leadership skills, including the ability to motivate, inspire and guide team members to achieve their goals. They should be able to delegate tasks effectively and make decisions under pressure.

· Able to analyze data and provide recommendations for process improvement.

· Has very good knowledge of all things games, applications, and processes related.

A word from the manager

Your Experience & Skills

· Recruit, train & coach, and develop candidates with real potential to bring quality work to the CS team and furthermore. Create a pool of talent in the RO CS team ready to take on new challenges with maximum efficiency when new roles become available in the studio and in the company.

· Challenge the status quo, plan ahead, strategize his/ her effort with direct impact, and report and measure the results of your work. Own at least one major project per quarter that benefits the department and/ or the studio through real impact and value.

· Is responsible for setting and monitoring the team's performance goals and ensuring that the team meets or exceeds them. Also, develop metrics to measure the team's progress and adjust goals as necessary.

· Should ensure that the team is effectively managing the workflow and that there are enough resources to handle customer queries, inquiries, and complaints. They should also ensure that customer inquiries are resolved within a reasonable timeframe.

· Analyze data and reports to identify trends and areas for improvement in customer service. Should make recommendations to senior management based on this analysis and work to implement changes.

· On a need basis, cooperates with the Recruitment department to interview and hire new staff.

· Monitors the onboarding and progress of newcomers. Furthermore, should provide opportunities for continuous learning and growth within the team.

· Organizes Shadowing and Knowledge Sharing sessions for people growth with CS Departments from Playtika, VIP, MM OPS, etc.

· Holds meaningful one on one meetings with all the employees which address professional issues and personal issues.

· Has regular 1:1 or round tables with peers for knowledge sharing.

· Performing periodical quality checks and arranging trainings for the agents with difficulties.

· Performs thorough quality audits on tickets/ chats of CS agents, manages disputes, and provides meaningful, workable feedback.

· Liaises and maintains an efficient work relationship with the outsourced CS.

· Engages with and is responsive to colleagues from all areas of the business (studio and company).

· Responsible for Prioritization of emergencies (production incidents, communications with Legal, NOC, SLS, spikes or drops).

· Follows up with Retrospectives and Lesson Learned for CS when this area was not properly handled.

· Keeps up to date with the product, tools, and processes and has suggestions related to app improvements.

· Keeps up to date with all the stats pertaining to all the KPIs that govern CS, and proactively runs checks.

· Reviews communication/ events that took place overnight and follows up or intervene as needed on daily basis.

What will you be doing?

· Excellent written and verbal communication skills to communicate effectively with customers, team members, and senior management. Strong listening skills and the ability to understand and respond to customer needs are essential.

· Passionate about providing excellent customer service and having a deep understanding of customer needs and expectations. They should be able to identify customer pain points and provide appropriate solutions to resolve customer issues.

· Strong leadership skills, including the ability to motivate, inspire and guide team members to achieve their goals. They should be able to delegate tasks effectively and make decisions under pressure.

· Able to analyze data and provide recommendations for process improvement.

· Has very good knowledge of all things games, applications, and processes related.