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Customer Support Team Supervisor
Ubisoft
Morrisville, NC, United States
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Job Description
Ubisoft, a global leader in the video games and entertainment software industry, is currently seeking a Customer Support Team Supervisorfor our Morrisville, North Carolina Customer Relationship Center.
Status:
Full-time / Perm
Core hours: 12 PM – 9 PM, Monday through Friday, but will rotate through other days and hours in order to regularly meet with all direct reports and see them in action.
Benefits: Comprehensive and competitive benefits package available (paid holidays, sick, vacation, pawternity, and volunteer days, medical, dental, vision, disability, 401k, fitness and tuition reimbursement)
Description:
Under supervision by the Department Manager, the Customer Support Team Supervisor will own all customer-facing support activity on webmail and live chat channels for Ubisoft products on PC and consoles. The mandate of this role is to improve the efficacy and efficiency of customer-facing support agents and their team leads through praise, collaboration, communication, corrective action, and leading by example. This requires seeing that information is communicated both to customer-facing agents and to management promptly and in a format that is tailored for the audience. In tandem with the Operations Supervisor, this role is also responsible for ensuring that our service levels and other operational expectations are fulfilled through the actions of department agents.
Core Responsibilities:
• Oversee multiple teams and team leads with diverse operational goals and functions, including but not limited to:
◦ Foreign Language Team Lead
◦ Shift Leads
◦ Account Support
◦ Remote Agents
◦ Intern/Gig Agents
• Identify risks, pain points, and opportunities for issue avoidance to improve the player and agent experience
Qualifications:
• Two years of previous contact center experience in roles of increasing responsibility
• One year of management, supervisory, or team leadership experience
• Demonstrated ability to lead teams and motivate members to accomplish set objectives
• Experience defining and mapping customer service processes
• Extensive knowledge of customer service principles and best practices
• Proficiency in MS Office applications including but not limited to Word, Excel, Outlook, and Powerpoint
• Proficiency with Atlassian Jira or Salesforce is a plus
• Must be fluent in English. Spanish, French, or Portuguese fluency is a plus
Personal Skills:
• Interest in and experience with modern gaming platforms and consoles is strongly preferred
• Effective conflict resolution skills that provide solutions to antagonistic or otherwise stressful situations
• Excellent critical thinking and problem-solving skills
• Ability to write clearly and accurately following conventional rules for grammar, mechanics, and spelling
• Interacts with colleagues and customers in a manner which instills confidence in the organization
• Accepts, provides, and seeks feedback in a professional and courteous manner
• Promptly responds to business-related email, phone calls, or other communications
• Reliable and punctual; follows established attendance policies
• Fosters productive relationships by maintaining perspective of customer needs in relation to business practices
• Accepts and welcomes diversity of knowledge, capabilities, insights and backgrounds; works effectively with individuals from similar or dissimilar backgrounds
• Self-imposes high standards for success rather than having standards imposed
• Self-directed focus: completes tasks to achieve desired outcomes on schedule in a team environment
• Quickly and effectively adapts to change or pressure while maintaining professional, constructive attitude
• Ability to present material in a group setting, tailoring delivery based on the audience (Required for weekly and monthly meetings with team leads, agents, and other department heads)
Working Conditions:
• Ability to sit for extended periods of time
• Ability to walk the floor regularly
• Ability to travel domestically and internationally as necessary, for both internal collaboration and external professional events
Additional Information
All your information will be kept confidential according to EEO guidelines.