Head of Customer Service Operations
VGW
- Perth, Australia, Perth WA, Australia, Perth, Western Australia, AustraliaPerthWestern AustraliaAustraliaAustraliaTELECOMMUTE
- Toàn thời gianFULL_TIME
Công việc đã đóng.
Miêu Tả Về Công Việc
Job Responsibilities:
- Understanding the quality of responses from agents by looking at tickets and working with agents
- Talking to the Managers and understanding what their priorities are
- Giving feedback to the managers on where and how to improve their teams
- Understanding structural issues by looking at how the teams work together
- Making structural, role and personnel changes to improve the effectiveness of the team
- This role will be based in Metro Manila, Philippines
Trình độ tối thiểu
Job Qualifications:
- Bachelor’s or Master’s degree preferably in any business or related course
- 12+ years experience in Customer Service Operations with at least 5+ years on Senior Leadership, Operations Director role or similar
- Experience in Online Gaming industry is an advantage but not required
- Experience in assessing Organizational needs, coming up with solutions and implementing initiatives
- Management experience, particularly modern Leader-Leader style management principles
- Experience in relationship building with Key stakeholders
- Experience in understanding high-level business operations with focus on Customer satisfaction
- Fluent in speaking and writing English
Skills & Abilities
- Excellent analytical skills and demonstrated success in making timely and effective decisions that support the business
- Must have people management and program management skills
- Must have good understanding of what good customer service look like
- Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continuous improvement, empowerment, and increasing transparency
- Excellent communication and mentoring skills
- Strong empathy for customers
- Strong problem-solving ability
- Ability to manage external Stakeholders, communication & reporting
- Ability to manage influence through persuasion, negotiation, and consensus building
- Enthusiastic and creative leader with the ability to inspire others
Đặc quyền và lợi ích
- Work from Home
- Flexitime
- Single Parent Leave
- Paid Sick Leave
- Free Lunch or Snacks
- Paid Bereavement/Family Leave
- Paid Holidays
- Paid Vacation Leave
- Maternity & Paternity Leave
Kỹ năng cần thiết
- Business Correspondence
- Complex Problem-Solving
- Operations Management
- Stakeholder Management
- People Management
- Process Improvement
- Communication Skills
Tóm tắt công việc
- Trình Độ Công Việc
- Trình độ nhân viên cấp trung bình / cấp quản lý
- Ngành Nghề
- Customer Service
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Nhà tuyển dụng trả lời hồ sơ
- Sometimes
- Địa chỉ văn phòng
- Perth WA, Australia
- Ngành nghề
- Computer Software / Engineering
- Vị trí đang tuyển
- 1 vị trí tuyển dụng mới
- Trang web
- http://www.vgw.co
Về VGW
OUR STORY
We started in 2010 with the vision of creating a virtual world with a focus on gaming and entertainment.
Since then, VGW has grown into a leading social gaming provider offering players a broad range of fun and engaging games. What started as slots only offering has grown to include a number of table games including poker, black jack and roulette.
WHY YOU WILL ENJOY WORKING AT VGW?
We are committed to building something amazing, pushing our boundaries and having fun in the process.
No suits (unless you want to wear one), flexible working hours, work from home is offered and when we do our annual planning session, we make sure we include everyone - the whole company is invited! What's more, that usually at an exciting overseas destination!
Don't be fooled though, its no tea break - we are all obsessive about our products, customers and expect you to be too.
We are a diverse company which believes in a work hard / play hard ethos. We are determined to find the strongest talent in our space and it's our current mission to scour the globe to find it.