Service Delivery Lead

Requisition Number: 159462

Position Title: Customer Experience Lead I

External Description:

#WeAreEA and we exist to inspire the world to play.  EA values creativity, pioneering, passion, determination, learning, and teamwork.  We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

 

We’re looking for all the best kinds of people to make great experiences for our players.  The best people want a job that inspires them, while giving them room to enjoy their lives.  And we want to give them that.  We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

 

You’re a Service Delivery Lead

 

This role is part of EA’s Customer Experience (CE) organization.  CE strives to make EA known for taking care of its players.  We’re players taking care of players and people talking to people – whenever, wherever, and however they need us.

 

You are an experienced Games Advisor or Specialist who must have deep operations knowledge and experience. You easily interact with Advisors, Team Managers and other areas of the business. You are organized and able to manage and deliver tasks with little direction.

 

How does a Service Delivery lead make great experiences for our players? They:

• Monitor real-time performance needs, identify opportunities, report, and take action on areas for improvement
• Provide support for Advisors (POC):
  • Sup Calls
  • Escalations
  • General Questions
  • Scheduling Requests
• Lead small projects such as floor walking efforts
• Lead the coordination of advisors for larger projects, pilots and tests
• Track and report advisor knowledge gaps
• Communicate solutions, successes, and opportunities to management
• Compile and distribute daily/weekly/monthly reports based on needs of the business
• Act as change agent by suggesting and helping to implement process improvements
• Take T1 calls on a scheduled basis in order to maintain process and product knowledge

If you are interested in this role, you’ll need these competencies:

• A passion for people or project management
• A “can-do” approach who encourages the same in others
• Possess a deep desire to achieve results
• Take initiative to deal with unexpected problems or opportunities
• Flexible and open minded; able to adapt to change quickly
• Able to effectively interact with different departments and levels by being respectful, positive and approachable
• Accountable for decisions, actions and results
• Strong time management; can be counted on to complete assignments without close supervision
• Proven track record of identifying ways to improve work processes, tools or procedures for improved results
• Seen as a leader, capable of differentiating oneself from the pack

If you are applying for this role, you’ll first need these skills or experiences:

• Intermediate experience with Microsoft programs: Excel, PPT, Outlook
• At least 1 year experience in customer-facing WWCE role. Additional contact center experience a plus.
• In good standing for performance and not on a written warning

City:

State:

Community / Marketing Title: Service Delivery Lead

Company Profile:

Electronic Arts Inc. este o companie de divertisment interactiv, lider la nivel mondial. EA oferă jocuri, conținut și servicii online pentru console conectate la Internet, calculatoare personale, telefoane mobile și tablete.

EEOText: EA este un angajator care oferă oportunități egale. Toate deciziile de angajare sunt luate fără a ține seama de rasă, culoare, origine națională, descendență, sex, identitate sau exprimare de gen, orientare sexuală, vârstă, informații genetice, religie, dizabilități, stare medicală, sarcină, stare civilă, statut familial, statut de veteran sau orice altă caracteristică protejată de lege. De asemenea, acceptăm și candidaturi calificate din partea persoanelor cu cazier, în conformitate cu legislația aplicabilă. De asemenea, EA oferă locuri de muncă pentru persoanele cu handicap calificate, conform legislației aplicabile.

Days Open: 45

Can this position be remote?:

EEO Employer Verbiage:

EA este un angajator care oferă oportunități egale. Toate deciziile de angajare sunt luate fără a ține seama de rasă, culoare, origine națională, descendență, sex, identitate sau exprimare de gen, orientare sexuală, vârstă, informații genetice, religie, dizabilități, stare medicală, sarcină, stare civilă, statut familial sau statut de veteran. De asemenea, EA oferă locuri de muncă pentru persoanele cu handicap calificate, conform legislației aplicabile.