Team Manager, Escalated Care Specialists
3 weeks ago
Are you passionate about creating great experiences for our fans?
EA’s Fan Care organization exists to help the world to play. We help our players wherever they are, whenever they need, get the most from their games. We aim to make EA known for taking care of its players.
And we'd like you to join us. We're hiring a Senior Team Manager, Escalated Care Specialists.
In this role, you’ll join the Live Service Delivery team, and report to the Sr Manager, Escalated Care.
Your role will be leading and managing a team of Tier 2 specialists who provide care and experiences for our fans and internal business partners. They will support customer requests related to GDPR and Privacy collaboration with the EA legal department
Your focus is on building a team known for taking care of our fans and recovering experiences. You are continuously improving and dedicated to being an excellent communicator and leader.
You are passionate about inspiring others and leading them successfully through change (and have done so before). You have a track record of exceeding expectations and meeting objectives. With respect and trust, you establish and foster collaborative relationships across all stakeholders.
You efficiently and consistently maintain a strong focus on quality and detail while managing your own time and workload. You are an advocate for the fan and the advisor experience.
You’re known for your ability to do the right thing for the fan and the business. You know when to follow process, when to go out of process, and when to advocate for change to processes. You challenge the status quo in a respectful and productive way. You take pride in helping fans get the most from their experience with EA and don’t rest on ‘doing what we did last time’ being good enough.
Responsibilities- Manage a team that provides specialized care and support to our fans, and internal teams
- Provide leadership, coaching, and feedback to your team members to meet KPIs, goals, and objectives
- Identify strengths and opportunities for advisors on your team and facilitate career development regularly through coaching and 1:1 meetings
- Establish a collaborative, inclusive, and positive working environment through open communication, a positive approach, and intentional collaboration.
- Dig into your team's results and deliver action-focused insights and analysis to your manager
- Continuously look for solutions to improve current processes and systems
Additional Information:
If you’re interested in this role, you’ll need these skills or experiences:
- Minimum of 5 years experience in the contact center business
- Experience securing and deploying resources effectively and efficiently
- Effective communication skills, both written and verbal
- Team-oriented operating style
- Success in leading transformational change in a diverse operating environment
- Creative problem solver
- Attention to detail
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