Customer Service Team Lead
Дата: 26.08.2011 18:36:22
Cheeka: Customer Service Team Lead
Office: Paris
Wargaming.net is looking to immediately hire an experienced Customer Service Team Lead for its new structure in Paris.
Type of contract: permanent
Main Responsibilities:
• Motivate and lead a team of CSRs to deliver outstanding customer service experiences.
• Stand accountable for your team’s performance against department KPIs and continuously review and improve the quality of service delivered by your team.
• Practice leadership by example especially in regards to open, honest communication, dedication to provide excellent high-quality customer service, self-motivation and team work.
• Monitor and review your team members’ performance in regards to all department KPIs and provide regular feedback to direct reports.
• Develop and maintain a team of highly efficient, quality focused and engaged individuals through coaching and team building activities, on and off site.
• Manage personnel issues, time-off requests, attendance and adherence of your direct reports.
• Produce and provide complete and accurate documentation for all coaching activities, performance reviews, team and individual meetings and personnel matters.
• Document and share team projects and activities with your colleagues and engage in peer coaching and collaborative best practice sharing to continuously improve the service provided by the department.
• Manage expectations and individual development plans of direct reports and provide regular updates on your teams’ talent development.
• Respond to escalations of highly complex, sensitive and/or customer well being related nature in a professional and timely manner.
• Demonstrate a strong commitment to quality, diligence and reliability.
• Keep accurate records of work times and unscheduled absences off all direct reports.
• Ensure and be accountable for your direct reports compliance with departmental policies and procedures.
• Keep yourself pro-actively up to date with new content and product and service releases through self-guided e-learning as well as provided training.
Additional Responsibilities:
• Participate collaboratively in the creation, ongoing review and improvement of service and department policies and procedures.
• Participate in the creation and review of department performance measurement methodology and KPIs.
• Project work as required.
• Participate in live events and conventions interfacing with our player community
• Stay in touch and engage with our player base by sharing tasks with our community team
Requirements:
• Excellent written and verbal communication skill in English
• Excellent written and verbal communication skills in at least one of the following additional languages:
o German
o French
o Spanish
• Minimum 4 years of customer service and 2 years of CS management / leadership experience in a contact center environment.
• Ability and willingness to work alternating shifts and weekends as required by the business
• Excellent self-organization and time management skills
• Proven track record of building highly efficient customer service teams
• Passion for PC / video games and the ability to understand and emphasize with the unique needs and passions of our player community.
• Being enthusiastic about providing outstanding customer service and ability to maintain a positive and professional attitude in all interactions
• Team player with a high level of self-organization and collaborative personality
• Ability to maintain a professional demeanor and approachable appearance.
• Working knowledge of Microsoft Office applications, particularly Excel and Word
Pluses:
• Additional proficient language skills
• Experience building up CS operations in a contact center environment
• Methodology driven project management and process optimization experience
• Experience with WFM methods and software
• Experience with online-based task tracking systems
• Prior experience in online gaming customer service management
Send your resume and motivation letter to: jobs-eu@wargaming.net
Office: Paris
Wargaming.net is looking to immediately hire an experienced Customer Service Team Lead for its new structure in Paris.
Type of contract: permanent
Main Responsibilities:
• Motivate and lead a team of CSRs to deliver outstanding customer service experiences.
• Stand accountable for your team’s performance against department KPIs and continuously review and improve the quality of service delivered by your team.
• Practice leadership by example especially in regards to open, honest communication, dedication to provide excellent high-quality customer service, self-motivation and team work.
• Monitor and review your team members’ performance in regards to all department KPIs and provide regular feedback to direct reports.
• Develop and maintain a team of highly efficient, quality focused and engaged individuals through coaching and team building activities, on and off site.
• Manage personnel issues, time-off requests, attendance and adherence of your direct reports.
• Produce and provide complete and accurate documentation for all coaching activities, performance reviews, team and individual meetings and personnel matters.
• Document and share team projects and activities with your colleagues and engage in peer coaching and collaborative best practice sharing to continuously improve the service provided by the department.
• Manage expectations and individual development plans of direct reports and provide regular updates on your teams’ talent development.
• Respond to escalations of highly complex, sensitive and/or customer well being related nature in a professional and timely manner.
• Demonstrate a strong commitment to quality, diligence and reliability.
• Keep accurate records of work times and unscheduled absences off all direct reports.
• Ensure and be accountable for your direct reports compliance with departmental policies and procedures.
• Keep yourself pro-actively up to date with new content and product and service releases through self-guided e-learning as well as provided training.
Additional Responsibilities:
• Participate collaboratively in the creation, ongoing review and improvement of service and department policies and procedures.
• Participate in the creation and review of department performance measurement methodology and KPIs.
• Project work as required.
• Participate in live events and conventions interfacing with our player community
• Stay in touch and engage with our player base by sharing tasks with our community team
Requirements:
• Excellent written and verbal communication skill in English
• Excellent written and verbal communication skills in at least one of the following additional languages:
o German
o French
o Spanish
• Minimum 4 years of customer service and 2 years of CS management / leadership experience in a contact center environment.
• Ability and willingness to work alternating shifts and weekends as required by the business
• Excellent self-organization and time management skills
• Proven track record of building highly efficient customer service teams
• Passion for PC / video games and the ability to understand and emphasize with the unique needs and passions of our player community.
• Being enthusiastic about providing outstanding customer service and ability to maintain a positive and professional attitude in all interactions
• Team player with a high level of self-organization and collaborative personality
• Ability to maintain a professional demeanor and approachable appearance.
• Working knowledge of Microsoft Office applications, particularly Excel and Word
Pluses:
• Additional proficient language skills
• Experience building up CS operations in a contact center environment
• Methodology driven project management and process optimization experience
• Experience with WFM methods and software
• Experience with online-based task tracking systems
• Prior experience in online gaming customer service management
Send your resume and motivation letter to: jobs-eu@wargaming.net
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