Project Manager for Customer Service in Gaming Industry

Há 7 dias


Lisboa, Portugal Thoth AI Portugal Tempo inteiro

Thoth AI is a fast-growing company with over 11 offices all across the world. We focus on AI Data Driven Solutions and Customer Experience Management. We are currently looking for a Project Manager to join our Gaming Industry Customer Service Operation in Lisbon, Portugal.

As our Project Manager, you would work with the Site Manager to supervise a team of over 30 people that work on 7 different markets to improve our output and reach our yearly goals. You would have to multitask between instructing our Support Team on what to do while getting feedback from the client to optimise our delivery.

You would have to submit weekly reports that show how our team is dealing with the workload and ways to enhance our operation by identifying the RCAs and developing and implementing Action Plans to overcome these challenges.

Role Description:

- Supervise the daily operations of the customer service department.
- Set the customer service goals for team members and help them reach those goals.
- Hire and onboard new customer service employees
- Analyse statistics and compile accurate reports.
- Maintain an orderly workflow according to priorities
- Monitor Key performance index and report on team performance. ldentify opportunities for improvement.
- Ownership of the team performance the ability to follow the problemst hrough resolutions.
- Facilities improvement in process and operations.

**Requirements**:

- C1 Level of English required.
- Work experience in a BPO Project Mandatory.
- A minimum 5 years of Managerial experience with proven track record.
- Gacha Cross-Platform Gaming experience is strongly preferred.
- Ability to think Strategically and lead.
- Strong Client-Facing Communication Skills.
- Customer Service and project operation oriented.



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