Player Support Area Manager

Company Description Ubisoft is committed to enriching players' lives with original and memorable gaming experiences. We create worlds where people can express themselves, explore and discover new possibilities. Are you looking to work with enthusiastic experts who are tackling game changing challenges in entertainment and beyond ? At Ubisoft we offer an open environment where bright ideas are given a chance to shine and everyone is eager to share knowledge. Challenge accepted ? Join us and create the unknown. The EMEA Consumer Relationship Centre is at the heart of our strategy to engage with our players. The CRC provides our consumers with an awesome experience with each individual contact and drives the consumer focused agenda to every level of the organisation. Job Description The Area Manager is ultimately responsible for managing the delivery of multiple channel interactions with our players. Key responsibilities include : day to day team management of the team, content delivery, reporting, performance management and active collaboration with business teams. The key deliverable is exceptional overall team performance and a consistently outstanding customer experience. Mission * Day to day management of a group of Customer Support Team Leads including defining team OKRS, team performance management using MAP tool, regular 121s and feedback, team recognition and motivation etc. * Performance management of team through regular one-to-ones, call and email QA, coaching and training. * Monitor agent queue allocation to ensure volumes are managed and SLA's are met. * Oversee all Customer Service communication channels. * Preparation of staff rota to meet operating window requirements - flexible to meet deadlines. * Ensure optimization of team structure , identifying and managing resizing when necessary. * Recruitment and on boarding of new team members * Create FAQs for designated territory, providing accurate localisations, ensuring proof reading is undertaken and create additional FAQ requests for the Content management team as and when required. * Share feedback and recommendations with Live Ops Managers and Consumer XP Manager on tools, process and training. Qualifications * Team management experience * Strong technical ability- ability to troubleshoot effectively in a technical/PC/Gamer situation * Experience in Customer Service * Proficient in Excel, Word and Power Point * Strong communication skills with the ability to work in a complex organisational structure. * Expertise with Customer Support tools (SalesForce would be a plus) * Logical thinker * Ability to provide good direction to achieve tight deadlines under pressure. * Strong team player * Strong interest and passion for video-games Additional Information Benefits With Ubsoft CRC, you will receive a competitive salary along with: * Personal performance bonus * Private Health Insurance (including eye care and dental) * Life Insurance * Long Term Disability Insurance * Pension * Significant discount on the world's best video games * 25 days of holiday Perks: * We work in the heart of Newcastle city centre, right on top of Haymarket metro station in a lively, international and creative space. * A kitchen stocked with cereals, fruits, unlimited filtered water, teas, coffee and even hipster milk products * Regular professional and social events * Monthly Ubidrinks * Flexible working hours * A casual dress code Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status. Qualifications: Team management experience Strong technical ability- ability to troubleshoot effectively in a technical/PC/Gamer situation Experience in Customer Service Proficient in Excel, Word and Power Point Strong communication skills with the ability to work in a complex organisational structure. Expertise with Customer Support tools (SalesForce would be a plus) Logical thinker Ability to provide good direction to achieve tight deadlines under pressure. Strong team player Strong interest and passion for video-games Responsibilities: The Area Manager is ultimately responsible for managing the delivery of multiple channel interactions with our players. Key responsibilities include : day to day team management of the team, content delivery, reporting, performance management and active collaboration with business teams. The key deliverable is exceptional overall team performance and a consistently outstanding customer experience. Mission Day to day management of a group of Customer Support Team Leads including defining team OKRS, team performance management using MAP tool, regular 121s and feedback, team recognition and motivation etc. Performance management of team through regular one-to-ones, call and email QA, coaching and