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Player Experience Interactions Team Lead
3 years ago
Job Description
The Player Experience Interactions Team Lead reports to the Area Manager. Key responsibilities include: direct line management of a designated group of Player Experience Interaction Specialists, monitoring player interactions activity, dealing with the first level of escalations, coaching and developing the team.
Mission
- As the Manager of the team, set clear performance targets for the team and ensure delivery;
- Undertake all performance management for the team using the MAP tool including setting OKRS, holding regular 121s, delivering regular feedback and recognition etc.;
- Manage all team-related HR activities (e.g. absence management, probation reviews, disciplinary etc.);
- Establish and maintain daily regular touchpoints with the team as a whole and individuals on 121 basis;
- Establish a schedule of communications to create, deliver and maintain a strong team bond;
- Monitor Player Experience Interactions Specialist allocations (email, chat, tech mod, social ) to ensure volumes are managed and SLA’s are met;
- Handle the first level of escalated player requests and tasks that require a first level of validation & manage the EMEA Escalation queue effectively;
- Share feedback and recommendations with Area Manager and Player Support Manager on tools, process and training;
- Support QA team and undertake CSAT follow-ups (on individual case basis).
Challenge accepted?
Bring your leadership expertise and join our team!
Qualifications
Skills and Experience
- Fluent in another European language & English language skills spoken and written;
- Strong technical ability – ability to troubleshoot effectively in a technical/PC/Gamer situation;
- Experience in customer service;
- Proven people skills;
- Experience of delivering coaching sessions in ways which facilitate performance improvement (desirable);
- Strong communication skills with the ability to work in a complex organisational structure;
- Previous management experience (desirable);
- Good organisation and logical thinker;
- Ability to provide good direction;
- Strong team player;
- Strong interest and passion for video-games.
Additional Information
Benefits
With Ubsoft CRC, you will receive a competitive salary along with:
- Personal performance bonus
- Private Health Insurance (including eye care and dental)
- Life Assurance
- Long Term Disability Insurance
- Pension
- Significant discount on the world’s best video games
- 25 days of holiday
Perks:
- We work in the heart of Newcastle city centre, right on top of Haymarket metro station in a lively, international and creative space.
- A kitchen stocked with cereals, fruits, unlimited filtered water, teas, coffee and even hipster milk products
- Regular professional and social events
- Monthly Ubidrinks
- Flexible working hours
- A casual dress code
Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status.
Company Description
Ubisoft's 19,000 team members, working across more than 40 locations around the world, are bound by a common mission to enrich players' lives with original and memorable gaming experiences. Their dedication and talent have brought to life many acclaimed franchises such as Assassin's Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown!
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