• Responsible for the deliverables associated with various Keywords Studios gaming projects
  • Act as a brand champion, ensuring a positive, clear and consistent experience for clients and the studio as a whole
  • Manages effective engagement and communication with the account team leads, resource personnel and business stakeholders
  • Implement and monitor metrics to evaluate success and ROI of site projects and initiatives
  • Defines the account scope, approach and resources required as well as mobilizing site resources to meet client demands.
  • Ensures all regular progress reporting and actions are timely, accurate and transparent
  • Reviews and approves key project documentation deliverables (e.g. Requirements and specification document)
  • Carry out all other related tasks
  • Responsible for the Service quality delivered from our Manila office
  • Participate in the documentation and training materials of the Manila office
  • Decides on promotions for Senior and Team Leads
  • Manage large accounts operated from the Manila office (including discussion with clients and requests management)
  • Interact with Project Managers from other studios
  • Works with the Service Line Director to improve the department.
  • Possible travels to improve Customer Support best practices on various locations.
  • Possible travels to visit clients and welcome them in our Manila office

Requirements

  • Sr. Operations Manager level from a BPO or gaming company
  • Preferably with gaming account experience
  • Preferably have experience in training organizational development in a BPO environment.
  • Relevant hands-on P&L experience
  • Develop, facilitate and monitor key performance standards.
  • Ability to analyze data and write clear, concise reports
  • Ability to establish and maintain effective working relationships with supervisors, Project Managers, subordinates and the public.
  • critical thinking and problem solving skills
  • planning and organizing
  • decision-making
  • communication skills
  • persuasiveness
  • influencing and leading
  • delegation
  • team work
  • negotiation
  • conflict management
  • adaptability
  • stress tolerance

Benefits

Fun working environment

Competitive salary and benefits

Performance bonus

Apply Now
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