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International Customer Service Manager

Our International Customer Service Manager is responsible for the day-to-day operations of our international support programs, primarily for our European languages. This includes all aspects of operations management, service delivery, and staff management for our contact centers supporting all ZeniMax products, services, and service components. Successful candidates will be experienced contact center managers with proven expertise in service delivery strategies, workforce management, contact center technologies, resource management, analytics, process and performance maximization for a multi-location, multi-language, multi-discipline, international service delivery operation. French language fluency is highly preferred for this role.

Responsibilities:

• Manage day-to-day operations of our international support programs in Hunt Valley, Maryland
  • Manage department resources while meeting service objectives
  • Maximize performance while balancing cost and quality
  • Optimize workforce planning and scheduling
• Manage service delivery for our products and services
  • Design and execute support plans and ensure service levels are met
  • Ensure agent quality and service quality to meet customer satisfaction expectations
• Manage contact center staff
  • Directly handle workforce issues
  • Manage staffing plan scheduling
  • Evaluate staff performance and coach overall development
• Coordinate with senior leadership and international territory management
  • Maintain awareness and insight into territory local specifics
  • Provide expertise into support approach for international service plans and product launches
  • Maintain operational relationships with all international territories, with a special focus on French-speaking territories

Requirements:

• Bachelor’s degree or equivalent experience
• Contact center management experience
  • Expertise with modern contact center management methodologies and processes
  • Expertise with multi-channel, multi-site, 24x7 international support structures
  • Expertise with contact center business systems and technology
  • Expertise managing and developing large multi-country, multi-language staff groups
• Familiarity with a wide array of customer support channels (chat, forums, email, social networks, telephone, etc.)
• Strong customer service ethic
• Professional communications, reporting, and presentation skills to all levels of management
• Team player, adept at building relationships across international organizations
• Expertise with productivity software, including Microsoft Office

Preferred Skills:

• Experience working within an international company
• Experience in entertainment software industry
• Knowledge and passion for massively multiplayer online games
• Fluency in additional languages - French highly preferred