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通用信息

地点:Hyderabad, Telangana, India 
角色 ID
209219
工作人员类型
Regular Employee
工作室/部门
Fan Growth
弹性工作安排
Hybrid

描述和要求

Electronic Arts 打造更高层次的娱乐体验,激励世界各地的玩家和粉丝。在这里,每个人都是故事的主角。活跃社群,畅联全球。这里充满创造力,鼓励新观点,注重好创意。这是一支人人都能让游戏成为现实的团队。

Team Manager, Escalated Care Specialists-EA Fan Care 

Are you passionate about creating great experiences for our fans?

EA’s Fan Care organization exists to help the world to play. We help our players wherever they are, whenever they need, get the most from their games. We aim to make EA known for taking care of its players.

And we'd like you to join us. We're hiring a  Team Manager, Escalated Care Specialists. 

In this role, you’ll join the Live Service Delivery team, and report to the Sr Manager, Escalated Care

Your role will be leading and managing a team of specialists who provide care and experiences for our fans and internal business partners. They will support customer requests related to GDPR and Privacy collaboration with the EA legal department.

Your focus is on building a team known for taking care of our fans and recovering experiences. You are continuously improving and dedicated to being an excellent communicator and leader.

You are passionate about inspiring others and leading them successfully through change (and have done so before). You have a track record of exceeding expectations and meeting objectives. With respect and trust, you establish and foster collaborative relationships across all stakeholders.


You efficiently and consistently maintain a strong focus on quality and detail while managing your own time and workload. You are an advocate for the fan and the advisor experience.


You’re known for your ability to do the right thing for the fan and the business. You know when to follow process, when to go out of process, and when to advocate for change to processes. You challenge the status quo in a respectful and productive way. You take pride in helping fans get the most from their experience with EA and don’t rest on ‘doing what we did last time’ being good enough. 


Responsibilities

  • Manage a team that provides specialized care and support to our fans, and internal teams.

  • Provide leadership, coaching, and feedback to your team members to meet KPIs, goals, and objectives.


  • Identify strengths and opportunities for advisors on your team and facilitate career development regularly through coaching and 1:1 meetings.

  • Establish a collaborative, inclusive, and positive working environment through open communication, a positive approach, and intentional collaboration.

  • Dig into your team's results and deliver action-focused insights and analysis to your manager.


  • Continuously look for solutions to improve current processes and systems.



Additional Information:


If you’re interested in this role, you’ll need these skills or experiences:

  • Minimum of 5 years experience in the contact center business 

  • Experience securing and deploying resources effectively and efficiently

  • Effective communication skills, both written and verbal 

  • Team-oriented operating style 

  • Success in leading transformational change in a diverse operating environment 

  • Creative problem solver

  • Attention to detail






Electronic Arts
我们拥有全面的游戏组合和丰富的体验,在世界各地设有分支机构,而且在整个 EA 提供大量机会。我们非常重视适应能力、韧性、创造力和好奇心。我们提供领导岗位让您发挥潜力,为学习和尝试提供空间,赋能您出色地完成工作并寻求成长的机会。

我们的福利计划十分全面,注重身体、情感、财务、职业和社区幸福感,提供带薪休假、育儿假以及免费游戏等更多福利来助力大家维持生活平衡。我们营造和谐的环境,让各个团队始终都能尽展所能。

Electronic Arts 是一个注重机会平等的雇主。在聘用员工时不会考虑其种族、肤色、国籍、血统、生理性别、社会性别、性别认同或表达、性取向、年龄、遗传信息、宗教、身心障碍、医疗状况、怀孕状况、婚姻状况、家庭状况或兵役状况,或任何受法律保护的其他特征。我们也会遵守相关法律,考虑招聘有过犯罪记录的合格应聘者。EA 还会根据适用法律的要求,为合资格的残障人士提供工作场所的便利。