Team Manager

Requisition Number: 159517

Position Title: Manager I, Customer Experience

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.

We want you to join us! We’re hiring a Team Manager within our Service Delivery Management team.

This role is part of EA’s Customer Experience organization, which is making EA known for taking care of its players. We’re players helping players, people helping people – whenever, wherever, and however they need us.

We’re seeking an exceptional leader that has a proven track record of leading the day to day management of a contact center. This person will be responsible for managing an Omni-channel support team in Austin, TX influencing the strategy for our live support channels and driving a “can-do” performance model and atmosphere.

 

So how does the Team Manager make great experiences for players?

They:

provide leadership, coaching and feedback to Game Advisers and develop their team to meet KPIs, goals, objectives and measurements for areas of responsibility. Furthermore, develop improvement plans when Game Advisers are not meeting expectations.

regularly coach and develop Game Advisers assessing their strengths and opportunities, giving timely and specific feedback, optimizing the performance of their team. Along with continually managing team objectives, assessing training requirements, and embracing career development opportunities.

in conjunction 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 processes and systems.

ensure a consistent player experience by meeting quality requirements, auditing individual Game Adviser 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 Advisers, products, services, and live support offerings.

lead team meetings and individual coaching sessions with Game Advisers

 

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

minimum of 2 years of leadership experience in a lead or supervisory role

minimum of 3 years of customer experience management knowledge, preferably in a contact center environment

exceptional and professional communication skills; both verbal and written

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 Advisers driving them to reach their full potential

excellent organizational skills with attention to details along with a proactive approach to getting work done, displaying an extreme sense of urgency

flexible in a highly dynamic working environment, handling multiple simultaneous task/projects

a passion for excellent Customer Experiences

critical thinking with problem solving capacity

knowledge of EA

College degree preferred

City:

State:

Community / Marketing Title: Team Manager

Company Profile:

Electronic Arts Inc. es una empresa de software de entretenimiento interactivo líder a nivel mundial. EA distribuye juegos, contenido y servicios en línea para consolas, ordenadores personales, teléfonos móviles y tabletas conectados a Internet.

EEOText: EA ofrece igualdad de oportunidades. Nuestras decisiones de empleo se hacen independientemente de raza, color, nacionalidad, ascendencia, sexo, género, identidad o expresión de género, orientación sexual, edad, información genética, religión, discapacidad, condición médica, embarazo o estado civil, familiar o de veterano, o de cualquier otra característica protegida por ley. También consideramos candidatos cualificados con antecedentes penales, de acuerdo a la ley aplicable. EA también lleva a cabo ajustes de espacios de trabajo para individuos cualificados con discapacidades, de acuerdo con la ley aplicable.

Days Open: 5

Can this position be remote?:

EEO Employer Verbiage:

EA ofrece igualdad de oportunidades. Nuestras decisiones de empleo se hacen independientemente de raza, color, nacionalidad, ascendencia, sexo, género, identidad o expresión de género, orientación sexual, edad, información genética, religión, discapacidad, condición médica, embarazo o estado civil, familiar o de veterano. EA también lleva a cabo ajustes de espacios de trabajo para individuos cualificados con discapacidades, de acuerdo con la ley aplicable.