Sr Team Manager, Escalated Care Specialists (Tier 3)

Sr Team Manager, Differentiated Escalation Specialists-EA Fan Care

Are you passionate about creating great experiences for our fans?

EA’s Fan Care organization exists to help the world to play. We help our players wherever they are, whenever they need, get the most from their games. We aim to make EA known for taking care of its players.

And we'd like you to join us. We're hiring a Senior Team Manager, Escalation Specialists.

In this role, you’ll join the Live Service Delivery team, and report to the Sr. Manager, Escalated Care.

Your role will be leading and managing a team of Tier 3 specialists who provide the highest tier care and expertise to our fans who have complex or unique needs. You and your team’s goal is recovering fan experiences, and you lead your team to be the best of the best, known for going above and beyond.

Your focus is on making things right for our most valued fans, appropriately challenging our current processes and policies, and driving change across the broader Fan Care organization through continuous improvement, excellent communication, and relationship building. You are passionate about inspiring others and leading them successfully through change (and have done so before). You have a track record of exceeding expectations and meeting objectives. With respect and trust, you establish and foster collaborative relationships across all stakeholders.

You efficiently and consistently maintain a strong focus on quality and detail while managing your own time and workload. You are an advocate for the fan and the advisor experience.

You’re known for your ability to do the right thing for the fan and the business. You know when to follow process, when to go out of process, and when to advocate for change to processes. You challenge the status quo respectfully and productively. You take pride in helping fans get the most from their experience with EA and don’t rest on ‘doing what we did last time’ being good enough.

Responsibilities

• Manage, coach, and inspire a team known for being the best of the best that provides specialized, differentiated care and support to our fans, and internal teams.
• Build and utilize appropriate work tracking systems to ensure we’re using our resources wisely.
• Dig into business results and deliver action-focused insights and analysis to the right people.
• Ensure the team works to agreed SLA’s
• Provide leadership, coaching, and feedback to your team members to meet KPIs, goals, and objectives
• Identify strengths and opportunities for advisors on your team and facilitate career development regularly through coaching and 1:1 meetings
• Establish a collaborative, inclusive, and positive working environment through open communication, a positive approach, and intentional collaboration.
• Create customized reports, presentations, proposals, and correspondence.
• Identify and implement process improvements, supporting key goals and objectives.
• Continuously look for solutions to improve current processes and systems and provide valuable feedback for product/service improvement.
• Collaborate with cross-functional teams, including Quality, Process, Learning, and Development, to ensure comprehensive processes are available for Tier 1 agents and other stakeholders, particularly when dealing with complex or unique cases.

Additional Information:

If you’re interested in this role, you’ll need these skills or experiences:

• Minimum of 5 years experience in the contact center business
• Able to share information with a senior audience
• Experience securing and deploying resources effectively and efficiently
• Effective communication skills, both written and verbal
• Team-oriented operating style
• Success in leading transformational change in a diverse operating environment
• Creative problem solver
• Attention to detail