Player Support Project Manager

RESPONSIBILITIES

• Provide leadership and guidance on daily operations management.
• Improve customer service operations including but not limited to evaluating, monitoring, analysing of results, and implementing any changes.
• Accountable for the profitability and service level standards for the projects assigned.
• Review work reports before submission to the clients.
• Perform complex language translation and proofreading where necessary.
• Ensure communication to the team members on updated project plans.
• Setup and customize necessary tools for work operational needs.
• Ensure that the team manpower is adequate to meet daily operation requirements, including approval of leave for team members.
• Support the Company Management and conduct coaching sessions for the team when needed.
• Liaise with internal and external stakeholders including Company Management and clients on work issues including to assist in managing employee lifecycle such as hiring, termination, and performance review.
• Work with the Company Management to ensure that the Customer Service team is compliant with information and physical security requirements in the Company, and undertake remedy actions if necessary.
• Undertake any other tasks/assignments as assigned by the Company Management.

REQUIREMENTS

• At least 3 years of customer service and technical support experience within a contact centre environment.
• Proven track record and experience in managing and leading a small-mid size team.
• Effective in both verbal and written communication skill in English and Japanese language.
• Proficiency in another foreign/native language will be advantageous.
• Able to understand games from a gamer’s perspective and give in-depth gaming (PC/console/mobile) troubleshooting and support.
• Able to solve and analyse information accurately with appropriate speed and within guidelines.
• Team player.
• Project resources planning as per skill sets and talents.
• Project schedule planning and strategies.
• Analyzing and interviewing candidates for job application.
• Monitoring and reporting projects progress.
• Problem solving, managing risk and issues.
• Preparing project budgeting and estimating activities.
• Risk analysis and remove impediments.
• Conduct troubleshooting such as mistake done by agent, IT issues (e.g. network down, email sending failure).
• Improving agents' skills such as Japanese language, reporting skill.
• Provide any support such as report creating to superior, translation, project coordination.
• Liaising with Japan counterpart (HQ, client) and other overseas branches via email, phone, chat tool, video conference, etc.
• Point of liaise with other relevant department.
• Operation management and improvement.