Team Manager

Requisition Number: 163959

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're the Services and Support team, part of the larger Customer Experience team.

We're passionate about making player and advisor experiences great. We're focused on helping our team help players and proactively work to remove Advisor barriers. We collaborate, we listen as much as we talk, and we advocate for our teams.

And we want you to join us. We're hiring a Team Manager and our ideal candidate is someone who:

• Helps advisors succeed
• Advocates for your team and our players
• Ensures advisors and players have great experiences with EA.

You're also a genuinely good-humoured person who is positive and comfortable sharing ideas, feedback and best practices. You're approachable and take the time to listen.

You will Report to Terms of Service Operations Manager

You're the right person for us if you:

• Are a good leader and motivator?
• Can inspire and lead others successfully through change (and have before)
• Have a proven track record of meeting and exceeding objectives and expectations
• Can effectively manage your own time and workload when working on a variety of tasks, while maintaining strong focus on quality and detail
• Are a great writer, presenter, and communicator?
• Know how to make player first decisions
• Create and foster collaborative relationships across all partners through trust and respect
• Knows when and how to challenge norms and propose creative solutions
• Are self-motivated and have a desire to succeed, improve, develop, and excel

So how do our Team Managers make great experiences for our players? They:

• Partner with our recruitment and training teams to interview, select, and onboard the brightest talent
• Ensure advisors are supported and set up for success from day one and beyond
• Deliver business objectives by closely monitoring, evaluating, coaching and developing their team so they can consistently deliver KPIs
• Ensure their team understands and follows all business processes and player contact workflows by coaching and monitoring quality
• Regularly coach and meet with advisors on your team to support them by identifying strengths and opportunities and facilitating career development
• Create an inclusive and positive working environment for all through clear and open communication, a positive approach, and meaningful collaboration
• Actively look for and implement continuous improvement plans

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

• 3+ years' experience managing people (contact centre highly desirable or similar environment)
• 5+ years' experience in customer service
• Strong oral and written communication skills, problem-solving skills, and change management skills
• Demonstrated high level of motivation, team orientation, professionalism and trustworthiness
• Strong attention to detail
• Proven problem-solving skills
• Multilingual team development
• Fluency in both written & verbal English (second language would be highly desirable)

City:

State:

Community / Marketing Title: Team Manager

Company Profile:

Nous sommes une équipe internationale de spécialistes de la création, de la narration, de la technologie, de la génération d’expériences, de l’innovation et bien plus encore. Nous pensons que nos équipes doivent être aussi diversifiées que nos communautés afin de créer des jeux et des expériences inoubliables. Chez Electronic Arts, la seule limite est votre imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 46

Can this position be remote?:

EEO Employer Verbiage:

À propos d'Electronic Arts

Toutes nos actions sont tendues vers le même objectif : transmettre l'envie de jouer. Au travers de nos jeux innovants, de nos services novateurs et de nos technologies de pointe, nous offrons des possibilités infinies à des millions de fans dans le monde entier.

 

Nous cherchons des personnes inclusives et collaboratives aux points de vue variés pour enrichir notre culture et nous stimuler. Grâce à notre programme d’avantages sociaux, nous adoptons une approche holistique centrée sur le bien-être physique, émotionnel, financier, professionnel et communautaire pour soutenir les membres de notre personnel à chaque chapitre de leur vie. Nous fournissons un ensemble complet d’avantages sociaux garantissant une vie équilibrée et offrant notamment des congés payés, des congés parentaux, des jeux gratuits et bien plus encore. Notre objectif est de fournir un environnement de travail sûr et bienveillant qui vous permet de vous épanouir sur le plan personnel comme sur le plan professionnel.

 

Electronic Arts souscrit au principe de l’égalité des chances. Nous prenons nos décisions en matière d’emploi sans distinction de race, de couleur, de pays d’origine, d’hérédité, de sexe, de genre, d’identité ou d’expression de genre, d’orientation sexuelle, d’âge, d’informations génétiques, de religion, de handicap, d’état de santé, de grossesse, de situation familiale, d’ancienneté ou de tout autre facteur protégé par la loi. Nous étudions également les candidatures des personnes qualifiées possédant un casier judiciaire, conformément à la loi en vigueur. Par ailleurs, EA aménage l’environnement de travail pour les personnes en situation de handicap, conformément à la loi en vigueur.