Business Development Manager

2 days ago


Charleston, West Virginia, United States PTW Full time

Role: Business Development Manager

Department: Player Support

As a Business Development Manager at PTW, you will be responsible for leading and managing a team of Technical Support Representatives. Your primary goal will be to ensure that all company principles and procedures are adhered to, while managing operational aspects assigned by the senior management team.

Key Responsibilities


Lead a team of multilingual Technical Customer Support Representatives.

Manage resources to ensure Service Level Agreements (SLAs) are met.

Evaluate team performance to improve the campaign delivery process.

Conduct regular team meetings and performance reviews.

Coach and train TSRs to ensure a first-class customer experience.

Liaise with clients on a daily basis.

Monitor the quality of the service provided.

Take an active role in planning for game release peaks in volume.

Set Key Performance Indicators (KPIs) and development plans.

Manage people and deal with escalated customer issues.

Requirements

What We're Looking For


Experience managing customer or technical support teams.

Experience of managing teams delivering customer support via live chat, email, or phone.

Experience of managing multilingual/bilingual teams in an outsourced environment.

Experience of handling technical escalations/complaints.

Sound understanding of contact centre operations and metrics.

First-rate organisational skills, including the ability to prioritise and delegate effectively.

Excellent communication skills.

Good technical and analytical skills.

Excellent leadership skills.

Passion for video games.



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