WANTED-Team Lead, Customer Relations

[Borg]

Team Lead, Customer Relations Management Department

This position will be based in Walnut Creek, California at EA Maxis. Relocation will be provided.

Purpose:

The ideal candidate will serve as the on-site CRMD operations and Studio development liaison. This person will interact with the studio production team and developers as well as the CRMD operations team located in remote sites. The candidate will provide a voice for CRMD in discussions with the Live Team and QA concerning issues effecting support in the beta and live environments and will report to the CRMD Product Manager. S/he will give the Live Team, Community Team, and the Support Team suggestions on support policy as well as help determine development priorities for bug fixes, tool requests, and new features as applicable. The candidate will be engaged in decisions concerning the support of the game title and will be fully aware of all of the factors in the support picture of the game.

Responsibilities:

Candidate will submit reports on daily and weekly metrics specific to support picture of the game.

Person will be responsible for web authoring and update of training information relevant to use of Player Relations support

Tools and will work closely with the training manager tied to outsource.

Meets with Studio Live Team to communicate support concerns relevant to enhancing customer satisfaction and decreasing operational support costs.

Collaborates with Product Manager and Operations Director for estimating staffing budget for Player Relations personnel for each quarter.

Coordinates with CRMD Managers and Leads on any departmental development projects relevant to support of the game title.

Assists Support Leads in all CRMD departments with advanced customer interaction for critical, game-related issues by communicating with knowledgeable personnel in the studio for solutions.

Works with Managers of Player Relations, Platform Support, and Account Support to determine the best handling of customers in these support departments.

Determines solutions to the most escalated issues of customer queries involving technical support, game play, and account issues.

Develops specialized knowledge of games or technologies that are supported by CRMD teams.

By working with the frontline GM Leads, candidate will properly resolve customer contacts in the GM Reviews email box according to policy.

Candidate will be responsible for TQM procedures to ensure quality of response to customers in all Player Relations support channels: Email, In-game Queues, etc.

Assists in the management of the email, in-game petition queue and assigns resources according to service standards.

Participates in daily CRMD Operations teleconference.

Provides support consistent with departmental policies and guidelines. Monitors incoming call volume/work flow/equipment and delegate resources to most effectively meet service levels

Assesses departmental resource requirements, ensures professional environment and coordinates with Management on policy and procedural setting.

Qualifications:

Bachelors degree or equivalent work experience required

Web Authoring Skills: Proficient in HTML, Java Script

Must possess the ability to work aggressively and meet service level requirements

3 years supervisory experience leading a dynamic and diverse work team

Proven track record in developing and supervising teams to meet departmental objectives while maximizing team and individual contributions

Must be proficient with Excel, Word, MS Outlook, Visio 2000

Proven verbal and written communication skills

Familiarity with PC gaming and multiplayer online required

Familiarity with game support environment and community preferred

Familiarity with ISO 2000:9000 a plus