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Team Manager

Team Manager

WWCE

We’re hiring a Team Manager to join EA’s Worldwide Customer Experience (WWCE) organization.

WWCE exists to help the world play. We support players across the globe in 13+ languages and value employees that will bring new ideas and perspectives to help make WWCE a great place to be and be from. We celebrate diversity and inclusion and aim to create great experiences for our employees as often as our players. We’re looking for people that will come to the office or Zoom meeting excited to work and ready for some fun.

Responsibilities:

• provide leadership , coaching and feedback to Game Advisors and develop their team to meet KPIs , goals, objectives and measurements for responsibilities. Furthermore, develop improvement plans when Game Advisors are not meeting expectations.
• coach and develop Game Advisors, assessing their strengths and opportunities, giving feedback, and optimizing the performance of their team. Manage team goals, assess training requirements, and embrace career development opportunities.
• together with the Service Delivery Management team , identify and implement process improvements to be used across all support centers, reducing escalations and increasing first contact resolution. Repeatedly looking for solutions to improve current systems.
• ensure a consistent player experience by meeting quality requirements, auditing individual Game Advisor calls, emails, and chats providing them with valuable feedback to maintain and improve the player experience.
• constantly review and report on team and individual KPIs , gauging success and keeping an eye on the big picture , addressing top issues impacting our players, Game Advisors, products, services , and live support offerings.
• lead team meetings and individual coaching sessions with Game Advisors.

Qualifications:

• minimum of 2 years of leadership experience in a lead or supervisory role
• minimum of 3 years of customer experience management knowledge
• lead by example and motivate teams to attain a high level of achievement
• “can-do” and upbeat personality with a passion to encourage the same for individual Game Advisors driving them to reach their full potential
• work in a flexible working environment, handling multiple simultaneous task/projects
• a passion for excellent Customer Experiences
• knowledge of EA