Account Manager - Player Support

Position: Account Manager

Department: Player Support

line manager:

Regional Player Support Manager & Site Manager

objective:

Develop Processes and People towards maximizing client satisfaction towards peak efficiency

Overview: We are looking for an additional Account Manager to join our Player Support Team. This is a fantastic opportunity to build and lead a remote team of 30+ in support a well known and beloved IP for a major gaming partner. You will work to closely with our client to drive quality and efficiencies in service delivery.  Our preferered candidate would be a a gamer and have experience working the games industry.

Duties:

• Efficiently manage a team of up to 4 Team Leaders (Potentially Higher)
• Ensure employee performance evaluation  within the coordinated...

Role: Account Manager

Department: Player Support

As our Account Manager, your role is to effectively and efficiently lead, coach, develop and manage Technical Support Representatives. You will be fully accountable for ensuring all company principles and procedures are adhered to, including managing all operational aspects assigned by the senior management team.

What you’ll be doing
• Managing a team of multilingual Technical Customer Support Representatives.
• Managing resources to ensure SLAs are met.
• Evaluating team performance to improve the campaign delivery process.
• Conducting team one to ones and performance reviews.
• Coaching and training TSRs to ensure a first-class customer experience.
• Liaising with client on a daily basis.
• Monitoring quality of the service.
• Taking an active role in planning for game release peaks in volume.
• Setting KPIs and development...