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Team Lead, Customer Support
4 years ago
Job Description
Status: Full-time / Permanent
Core Hours: 2PM - 11PM Tuesday - Saturday
Benefits: Comprehensive and competitive benefits package available (paid holidays, sick, vacation, paw ternity, and volunteer days, medical, dental, vision, disability, 401k, fitness and tuition reimbursement)
Qualifications:
- One year of previous contact center experience
- Demonstrated ability to lead teams and motivate members to accomplish set objectives
- Ability to write clearly and accurately following conventional rules for grammar, mechanics, and spelling
- Proficiency with standard productivity applications (Salesforce etc.)
- Knowledge of computer systems, gaming platforms, and troubleshooting procedures
- Familiarity with good service practices and core values
Description:
Under supervision by the customer support supervisor, the Team Lead is responsible for their team’s performance as well as for initiatives that support continuous improvement. This role will ensure that their team of agents is well-informed and that they are provided the tools and guidance to perform at optimum levels of quality and productivity. They are responsible for operating in a way that shows care for people, care for the business, and care for our customers. Activities must be organized and delivered in a way that is mindful of deadlines and of other business dependencies. This position also supports requested activity on all of their designated shifts and makes recommendations to the CS Supervisor when risks to the business are identified.
Core Responsibilities:
- Ensure business needs are met by providing guidance and direction to team members through collaboration with management
- Utilize data, observations, and reports to track and evaluate performance of their team members
- Provide oversight to ensure team members remain on task during work hours
- Regularly observe and coach agents on their assigned shift regarding their performance
- Proactively communicate with the CS Supervisor regarding agent morale and performance, strategies to mitigate issues and meet SLA goals, and all other possible risks to business interests
- Collaborate with both Reporting & Staffing and/or Floor Activity teams in advance to schedule and prioritize work state tasks for team members accordingly
- Facilitate strong information flow through regular team meetings and one-on-ones with CS Supervisor/Manager
- Approve time cards and HRTB requests for all permanent and seasonal/contract agents assigned to their team (in coordination with other Leads and Managers as appropriate)
- Manage escalations from their team in real time
- Remain abreast of current trends and issues in order to direct agent inquiries and provide support.
- Complete tasks as assigned by Supervisor (Management)
Personal Skills:
- Reliable and punctual; follows established attendance policies
- Quickly and effectively adapts to change while maintaining professional, cooperative attitude
- Self-directed focus: completes tasks to achieve desired outcomes on schedule in a team environment
- Interacts with colleagues and customers in a manner which instills confidence in the organization
- Accepts, provides, and seeks feedback in a professional and courteous manner
- Fosters productive relationships by maintaining perspective of customer needs in relation to business practices
- Effective conflict resolution skills that provide solutions to antagonistic or otherwise stressful situations
- Accepts and welcomes diversity of knowledge, capabilities, insights and backgrounds; works effectively with individuals from similar or dissimilar backgrounds
- Self-imposes high standards for success rather than having standards imposed
- Maintains integrity of performance under pressure or change
Working Conditions:
- Ability to sit for extended periods of time
- Ability to walk the floor regularly
Additional Information
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 is composed of over 17,000 talented people located in 5 continents across the globe. With more than 80% of our teams dedicated to creation, Ubisoft is the biggest in-house creative force in the industry.
The company’s 40+ different creative studios work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. This cross-studio collaboration model means every team member has the opportunity to participate in challenging projects based on iconic brands including Assassin's Creed®, Tom Clancy's Rainbow Six Siege®, Tom Clancy's The Division®, For Honor®, Rabbids®, Rayman®, Watch Dogs®, Far Cry®, The Crew®, Just Dance® and more.
With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.
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