Role: Team Leader
Department: Player Support Department
The individual will be a dynamic and highly motivated manager who can cultivate and build relationships easily. Your role will be fully accountable for ensuring all company principles and procedures are adhered to, including managing all operational aspects and personal development of your agents. The ideal candidate will be engaging, personable, enthusiastic and results-orientated with an eye for detail, who is committed to delivering excellent customer service through the development of their team You will work with our existing Team Leaders across the wider CX Community, including Account Managers to develop, support and ultimately grow your campaign.
What you’ll be doing
• Responsible for the delivery of your assigned department SLAs, ensuring that all compliance, commercial and efficiency targets are met or exceeded.
• Managing agent and team performance versus KPI’s/targets.
• Providing guidance and coaching feedback and development plans for your team.
• Responsible for the full people management cycle of your team.
• Responsible for working proactively and constructively with other company stakeholders to establish and maintain department compliance, performance, policies and procedures whilst shaping a 'can do' culture.
• A key part of your role will be to carry out an analysis of the campaign in liaison and conjunction with other Team Leaders, identifying key areas for development and gathering intelligence
What we’re looking for:
• Previous Supervisory/Team Leader/Manager experience preferably within an outsourced or contact centre environment.
• Proven track record of exceeding targets through building strong client relationships.
• Excellent presentation, verbal, written, communication and interpersonal skills.
• Must be self-motivated with the ability to forecast campaign opportunities.
• Confidence, enthusiasm and energy
• Well organised and with an attention to detail
• Be a fantastic advocate for our brand.
What We Do
We’re a global team of passionate, hard-working, ambitious gamers, whose goal is always to make every gamer's experience as perfect as possible. We’re dedicated to helping your players, because they’re part of our community too. We’ve been working hard for players, clients, and the games industry for over 26 years, providing industry-leading services to every part of the globe.
We believe great work gets done by teams who love what they do. This is why we approach every solution with an all-minds-on-deck strategy that leverages our global workforce's strength, creativity, and passion.
8,500+ passionate gamers
650+ top developers and publishers as clients
5.3 million hours QA testing
7 year average client partner tenure
2,500+ LQA titles
PTW is a boutique games services company with 40 offices in 11 countries worldwide. Our range of services include quality assurance, localization, customer experience, art production, game development services, and audio production services.
We believe that innovation comes in all sizes, which is why we take on projects of any size and love crafting a custom solution, no matter the scale.
PTW, comprised of global subsidiaries, is a UK-based holding company formed in 2016 under the umbrella of Poletowin Pitcrew Holdings, Inc. which is listed on the 1st Section of Tokyo Stock Exchange as 3657.
The PTW group includes SIDE, 1518 Studios, Entalize, The Game Dev Show, and OR Esports.
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