Description

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