Account Manager, Player Support

Summary

Join our Player Support Team as an Account Manager to lead a remote team of 30+ and drive quality and efficiencies in service delivery for a major gaming partner.

Requirements

• Knowledge of organizational effectiveness and operations management
• Experience budgeting and forecasting
• Familiarity with business and financial principles
• Excellent communication skills
• Outstanding organisational skills
• Knowledge of foreign languages is an advantage (French, English, German, Spanish, Dutch, Russian and Japanese); Verbal and oral communication (active listening, consistency and clarity of expression, neat vocabulary, appropriate body language)
• Positive attitude, ability to work in team
• Team management: Prioritize activities and carry them out effectively
• Personal Management: Eager for development; results oriented; attention to details

Responsibilities

• Efficiently manage a team of up to 4 Team Leaders (Potentially Higher)
• Ensure employee performance evaluation within the coordinated team
• Efficiently manage resourcing to ensure SLAs are met
• Directly handle Client issues which the Team Leads cannot provide an answer for
• Set KPIs and development plans for Team Leads
• Coach and train TL’s to ensure a first class customer experience
• Oversee the delivery of customer support for a specific client whose service will be delivered through email channels
• Responsible to carry out any other activities that lead to a better management of requests, to meet the tasks, to become part of the team, thus ensuring the smooth running of business
• Ensure all operations are carried on in an appropriate, cost-effective way
• Improve operational management systems, processes and best practices
• Help the organization’s processes remain legally compliant
• Formulate local strategic and operational objectives
• Examine financial data and use them to improve profitability
• Perform quality controls and monitor production KPIs
• Find ways to increase quality of customer service
• Perform any other job-related duties and as directed by the line manager
• Ensure billing is accurate for all supported clients
• Develop creative solutions for complex client requests

Benefits

• Competitive Salary
• Medical, Dental, Vision, 401k with matching