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Customer Support Department Manager
2 years ago
Description
Playtika is a Game-Entertainment Company that provides audiences around the world with a wide variety of games based on quality, original content that is constantly changing and tailored to each player specifically.
We were among the first to offer free-to-play games on social networks, and shortly after, on mobile platforms.
We are successfully applying our intuitive understanding of what players want. That's why we have over 35 million players and 19 offices around the world.
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 are storytellers and coders, artists and data-scientists, explorers and strategists. We don’t just build games, we bring them to life.
Responsibilities:
- Overseeing the day-to-day operation of the Customer Support Department
- Quality planning of current and future resources, skills, and coverage (including headcount planning and allocation)
- Assist the recruitment of the team as per business requirements;
- Ensures that customer support department needs are correctly prioritized in order to ensure the correctly prioritized allocation of resources
- Providing coaching and performance feedback for Team Leader and assist team development; Assist the overall team evaluating process and individual performance and deliver the performance reviews
- Set up career development plans, coach TLs, and develop them into awesome people managers
- Make sure the team relationships are healthy – manage conflicts; Identifying the need for corrective actions
- Recommend changes to processes to ensure continuous improvement, driving the optimization of the services
- Communicating and ensuring understanding of functional or departmental goals
- Monitoring individual and team metrics and performance versus targets
- Ensuring quality standards for all processes
- Engaging with other line managers across the organization
- Effectively communicate highly technical information to all levels of management. Including negotiate, influence and communicate with peers, management across the corporation.
- Provide guidance and technical direction to both management and peers including tasks assignment and workload balancing among team members.
- Recognize complex problems regarding resource arrangement, cross-function coordination, & team building.
- Working with HR to assist with skills and educational needs, working with global team on priorities
- Be accountable for the department’s performance in accomplishing operational objectives, meeting budget, and maintaining a high level of customer satisfaction for both internal and external customers
- Oversees cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.
- Future project planning, working with global teams on priorities
Requirements:
- +2 years of progressive experience
- Extensive experience managing customer service teams.
- Proven management experience at a senior, strategic role +3 years.
- Able to comprehend, apply and communicate technical information.
- Proficient in Microsoft Suite: Word, Excel, PowerPoint and Outlook.
- Effective communicator in both verbal and written form
Benefits:
- Daily Breakfast
- Fresh Fruits daily, Yogurts, Snacks & Soda Drinks, Coffee etc.
- Meal Tickets
- Vacation Tickets
- Private Pension
- Transport Subscription
- Private Medical Subscription
- Private Dental Subscription
- Wellbeing Benefit (Benefit is our partner)
- Personal Development Benefit (Benefit is our partner)
- Quarterly & Performance Bonus
- Birthday Gift
- 1 Day Off for birthday
- Bonus & Gift Cards for special events (Easter, 1st of June, 8th of March, Christmas)
- Comfortable office easy to reach from any spot of the city: Timpuri Noi
- Games: pool table, ping-pong, fussball, air hockey etc.
- Exciting company events
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Responsibilities
Requirements
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