Supervisor, Customer Support

Job description

Ubisoft is composed of over 17,000 talented people located in 5 continents across the globe. With more than 80% of our teams dedicated to creation, Ubisoft is the biggest in-house creative force in the industry.  

The company’s 40+ different creative studios work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. This cross-studio collaboration model means every team member has the opportunity to participate in challenging projects based on iconic brands including Assassin's Creed®, Tom Clancy's Rainbow Six Siege®, Tom Clancy's The Division®, For Honor®, Rabbids®, Rayman®, Watch Dogs®, Far Cry®, The Crew®, Just Dance® and more.

With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.

Status:  Full-time / Permanent

Core Hours:  12 PM – 9 PM |  Core Days:  Tuesday-Saturday

Benefits:  Comprehensive and competitive benefits package available (paid holidays, sick, vacation,  paw ternity, volunteer days, medical, dental, vision, disability, 401k, fitness and tuition reimbursement)

Qualifications:

·  Two years of management, supervisory, or team leadership experience (either in a contact center or public-facing service capacity)
·  One - Three years of previous contact center experience in roles of increasing responsibility
·  Demonstrated ability to interpret and analyze data for purposes of performance and efficiency improvement recommendations
·  Extensive knowledge of customer service principles and best practices
·  Proficiency in MS Office applications including but not limited to Word, Excel, Outlook, and PowerPoint
·  Proficiency with Salesforce is a plus
·  Must be fluent in English.  Spanish, French, or Portuguese fluency is a plus
·  Demonstrated ability to follow-up to ensure closure of issues
·  Demonstrated ability to lead by example and make decisions in support of the organizational goals and objectives and tactical operations

Description:

Under the supervision by the Department Manager, the Customer Support Team Supervisor is primarily responsible for Team Lead development and direction, in conjunction with team member productivity and quality.

The mandate of this role is to ensure the performance, culture, and climate expectations of the CRC are fulfilled.  This should be accomplished by improving the efficacy and efficiency of team leads and their customer-facing support agents through leading by example, strong performance management, praise, collaboration, and strong communication.  

Core Responsibilities:

·  Ensure business needs are met by providing guidance, mentorship, and direction to agents and Team Leads/Team Assistants
·  Ensure team members remain on task
·  Regularly observe and coach Team Leads/Team Assistants on their assignments
·  Proactively and reactively determine solutions regarding agent morale and performance, as well as, any other potential risks to business interests
·  Meet with agents 1:1 to discuss productivity, performance, corrective actions as needed, goal setting, and offer constructive feedback for improvement
·  Utilize the MAP system for performance management to ensure active, regular, and living feedback is given to improve morale and performance
·  Schedule and prioritize additional work tasks for Team Leads/Team Assistants as the need arises
·  Utilize data, observations, and reports to track and evaluate the performance of their team members
·  Work closely with other departments to ensure collaborative efforts are made on projects and business goals and objectives
·  Ensure business needs are met by providing guidance and direction to team members through collaboration with Team Leads
·  Act as backup for time card approval and HRTB requests for all permanent and seasonal/contract agents assigned to their team (Leads and Managers as appropriate)
·  Remain abreast of current trends and issues in order to direct agent inquiries and provide support
·  Complete tasks as assigned by direct Manager and/or Senior Management

 

Personal Skills:

·  Effective conflict resolution skills that provide solutions to antagonistic or otherwise stressful situations
·  Excellent critical thinking and problem-solving skills
·  Ability to write clearly and accurately following conventional rules for grammar, mechanics, and spelling
·  Interacts with colleagues and customers in a manner which instills confidence in the organization
·  Accepts, provides, and seeks feedback in a professional and courteous manner
·  Promptly and courteously responds to business-related email, conference calls, or other communications
·  Reliable and punctual; follows established attendance policies
·  Fosters productive relationships by maintaining perspective of customer needs in relation to business practices
·  Accepts and welcomes diversity of knowledge, capabilities, insights and backgrounds; works effectively with individuals from similar or dissimilar backgrounds
·  Self-imposes high standards for success rather than having standards imposed
·  Self-directed focus: completes tasks to achieve desired outcomes on schedule in a team environment
·  Quickly and effectively adapts to change or pressure while maintaining professional, constructive attitude
·  Ability to present material in a group setting, tailoring delivery based on the audience ( Required for weekly and monthly meetings with team leads, agents, and other department heads)
·  Interest in and experience with modern gaming platforms and consoles is strongly preferred

 

Working Conditions:

·  Ability to sit for extended periods of time
·  Ability to walk the floor regularly
·  Ability to travel domestically and internationally as necessary, for both internal collaboration and external professional events

 

Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status.