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 Agents 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

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

● Preferably Sr. Operations Manager level from a BPO or gaming company

● 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

● Experience in moderation

● Ability to establish and maintain effective working relationships with supervisors,

Project Managers, subordinates and the public.

Benefits

  • Competitive salary and benefits
  • Fun working environment
  • Working with the biggest names in the gaming industry
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