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Customer Service Team Leader
at BioWare
BioWare Ireland
BioWare Ireland’s Customer Service Team Leader will report to a department Team Manager and will be responsible for leading a team Tier 3 of Customer Service and Senior Customer Service Representatives. The Team Lead role is a pivotal role with responsibility for providing guidance and development which ensures achievement of all key performance indicators and drives quality throughout. Motivation will be key as they build and grow the culture of their team to support our up and coming game, Star Wars: The Old Republic (TM).
The Team Lead role will be key in emphasising and enforcing process, professionalism and quality throughout, while increasing your team’s productivity. The Customer Service Team Leader will be required to provide leadership in ensuring that the CSR group deliver an innovative and exceptional customer experience and in maintaining BioWare’s culture of excellence and commitment to quality in every aspect of their work. You will be expected to ‘live the brand’ by promoting and encouraging teams to demonstrate exceptional customer service through key characteristics of reliability, responsiveness, assurance and empathy.
Company Overview:
BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWare’s studios in Austin, Texas. Recently announced, BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.
Duties and Responsibilities:
Leadership and Team Work:
• Lead, coach and motivate a team of Tier 3 CSRs
• Review performance on an ongoing basis and provide regular feedback to direct reports
• To ensure that your team understand operational KPI’s and their individual targets and manage your team’s performance to meet or exceed department SLAs and other departmental goals
• Coach and develop CSRs to deliver qualitative and quantitative targets
• Manage the team’s workload and efficiency to meet or exceed departmental goals
• Ensuring CSRs are empowered with the knowledge and skills or coached to deliver first time resolution with all contacts
• Take personal ownership and accountability of your team
• Manage employees time off requests as well as overall team attendance and adherence
• Help resolve any personnel issues in a professional and timely manner
• Conduct and document performance reviews with agents on a regular basis
• Provide accurate and complete documentation regarding any personnel or coaching efforts for all team members
• Demonstrate a passion for the success of the team, the customer service group and BioWare
• Be required to work set shifts as needed that will rotate from time to time based upon department shift bidding procedures
• Undertake all reasonable requests from Management in a co-operative and professional manner
Customer Services
• Handle the most complicated and sensitive of customer enquiries and employee issues
• Handle customer well-being issues
• Take responsibility for all escalations received and ensure appropriate follow-up action as required
Operations
• Help manage, develop and improve on processes and procedures within the department
• Assist in developing, tracking, and reporting key performance measurements for their team
• Work closely with your Team Manager to ensure policies are adhered to and appropriate actions are followed through
• Identify customer impacting issues, escalating to your Team Manager accordingly
• Maintain security and confidentiality of BioWare’s internal information and customer/account information
• Help maintain consistency with other teams
Skills and Qualifications:
• Minimum four years experience in handling customers within a high volume call centre environment
• Previous personnel management experience
• Proven track record of coaching and developing in a one-on-one and team environment
• Strong verbal and written communication skills. Fluency in English essential with fluency in either German or French highly desirable
• Detail oriented with excellent organizational skills
• Maintains a professional and approachable demeanour at all times
• Moderate computer and advanced typing skills
Person Specification:
• Team player with a positive attitude
• Ability to handle stressful situations
• Ability to lead, identify and grow talent
• Proficient in conflict management
• Exceptional customer service skills
Compensation:
BioWare Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability, out of country relocation and games.
Please Note
• This role will require some travel both nationally and internationally
• This position is based in Ireland and we can currently only consider applicants eligible to work in Ireland
• This role will involve shift hours
Due to the volume of applications we receive for our job postings, we are unable to respond personally to telephone and email inquiries regarding the status of an application. Only candidates being considered for interview will be contacted at this time.
The Team Lead role will be key in emphasising and enforcing process, professionalism and quality throughout, while increasing your team’s productivity. The Customer Service Team Leader will be required to provide leadership in ensuring that the CSR group deliver an innovative and exceptional customer experience and in maintaining BioWare’s culture of excellence and commitment to quality in every aspect of their work. You will be expected to ‘live the brand’ by promoting and encouraging teams to demonstrate exceptional customer service through key characteristics of reliability, responsiveness, assurance and empathy.
Company Overview:
BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWare’s studios in Austin, Texas. Recently announced, BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.
Duties and Responsibilities:
Leadership and Team Work:
• Lead, coach and motivate a team of Tier 3 CSRs
• Review performance on an ongoing basis and provide regular feedback to direct reports
• To ensure that your team understand operational KPI’s and their individual targets and manage your team’s performance to meet or exceed department SLAs and other departmental goals
• Coach and develop CSRs to deliver qualitative and quantitative targets
• Manage the team’s workload and efficiency to meet or exceed departmental goals
• Ensuring CSRs are empowered with the knowledge and skills or coached to deliver first time resolution with all contacts
• Take personal ownership and accountability of your team
• Manage employees time off requests as well as overall team attendance and adherence
• Help resolve any personnel issues in a professional and timely manner
• Conduct and document performance reviews with agents on a regular basis
• Provide accurate and complete documentation regarding any personnel or coaching efforts for all team members
• Demonstrate a passion for the success of the team, the customer service group and BioWare
• Be required to work set shifts as needed that will rotate from time to time based upon department shift bidding procedures
• Undertake all reasonable requests from Management in a co-operative and professional manner
Customer Services
• Handle the most complicated and sensitive of customer enquiries and employee issues
• Handle customer well-being issues
• Take responsibility for all escalations received and ensure appropriate follow-up action as required
Operations
• Help manage, develop and improve on processes and procedures within the department
• Assist in developing, tracking, and reporting key performance measurements for their team
• Work closely with your Team Manager to ensure policies are adhered to and appropriate actions are followed through
• Identify customer impacting issues, escalating to your Team Manager accordingly
• Maintain security and confidentiality of BioWare’s internal information and customer/account information
• Help maintain consistency with other teams
Skills and Qualifications:
• Minimum four years experience in handling customers within a high volume call centre environment
• Previous personnel management experience
• Proven track record of coaching and developing in a one-on-one and team environment
• Strong verbal and written communication skills. Fluency in English essential with fluency in either German or French highly desirable
• Detail oriented with excellent organizational skills
• Maintains a professional and approachable demeanour at all times
• Moderate computer and advanced typing skills
Person Specification:
• Team player with a positive attitude
• Ability to handle stressful situations
• Ability to lead, identify and grow talent
• Proficient in conflict management
• Exceptional customer service skills
Compensation:
BioWare Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability, out of country relocation and games.
Please Note
• This role will require some travel both nationally and internationally
• This position is based in Ireland and we can currently only consider applicants eligible to work in Ireland
• This role will involve shift hours
Due to the volume of applications we receive for our job postings, we are unable to respond personally to telephone and email inquiries regarding the status of an application. Only candidates being considered for interview will be contacted at this time.