Job Description

This role is responsible in managing the overall health of the project in terms of stakeholder management, staffing, performance and continuous improvement which has direct impact to the over-all client and employee satisfaction:

• Responsible for the deliverables associated with assigned Keywords Studios Player Support project
• Ensure that staffing is appropriate based on the client and business requirements and that schedules are appropriate to the volume or client coverage
• Responsible for creating invoices and the over-all financial health of projects under him/her
• Create trend analysis on performance and other data that have direct impact to quality and efficiency. Foresee business risks and create preventative plans to safeguard the business.
• Implement and monitor metrics to evaluate the performance of the team and ensure that all KPIs are consistently met
• Responsible for client management. Acts as brand champion, ensuring positive and consistent experience for the clients.
• Oversee the day-to-day communication between the leads and the clients. Ensures that all reports and actions are timely, accurate and transparent.
• Provide training, leadership and guidance to Team Leads and ensure that they are efficient and effective on what they do
• Responsible for creating project documentation and ensure that they are up-to-date
• Responsible for conducting performance management for the team under his organization such as but not limited to goal-setting, discussing KPIs, evaluating and coaching
• Create development plans for the team members under his project and support them with their professional growth
• Other tasks that maybe required from time to time

TECHNICAL SKILLS:

• With working knowledge on MS office
• With ability to create financial and performance report for clients and stakeholders
• Must have knowledge on advance Google Sheet formulas
• Knowledge in queue management

BEHAVIOURAL SKILLS:

• Excellent communication skills - spoken and written
• Strong analytical skills
• Organizational skills
• Keen observer
• Can resolved conflicts efficiently

REQUIREMENTS:

• Preferably Operations Manager level from a BPO or gaming company
• Preferably with at least 5 years OM/PM experience in a BPO setting
• Relevant hands-on P&L experience

EDUCATION:

• Bachelor's degree of any course or relevant

Benefits:

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

Job Types: Full-time, PermanentSalary: Php80,000.00 - Php100,000.00 per monthBenefits:

• Health insurance
• Life insurance
• Pay raise
• Work from home

Schedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary
• Bonus pay
• Performance bonus

Application Question(s):

• Do you have an experience with a BPO gaming account?

Experience:

• Operations Management: 5 years (Required)