BioWare, the newest member of the incredible family of EA studios, has created some of the world's best-selling titles including the award-winning Baldur's Gate™, Neverwinter Nights™ series, and Star Wars®: Knights of the Old Republic™. Original BioWare-created IPs include Jade Empire™ and the critically acclaimed, Mass Effect. BioWare is hard at work on the epic fantasy RPG Dragon Age™; Sonic Chronicles: The Dark Brotherhood™ for the Nintendo DS™; and unannounced projects including a highly anticipated massively multiplayer online game.
BioWare’s games have continually achieved critical and commercial success. All of our published titles are in the top 5% highest rated at www.gamerankings.com; in fact we have 6 games in the top 1% highest rated games of all time! Today BioWare has more than 400 staff at its two locations and continues to grow. We have sold over 20 million games (including engine licenses) in the past ten years!
BioWare Austin is located in the vibrant city of Austin, Texas. What better balance can a city offer than being both the 'Best Place for Business and Careers' and the 'Live Music Capital of the World'? Austin pleases all in rankings ranging from 'Best City for Relocating Families' to 'Best Cities for Singles'. Other assessments consistently recognize the region as among the most inventive, creative, wired, rockin', educated, fit and loved.
BioWare, the newest member of the incredible family of EA studios, has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include Jade Empire, the critically acclaimed Mass Effect and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is hard at work on the epic fantasy RPG Dragon Age; and Star Wars: The Old Republic, our massively multiplayer online game being developed at BioWare Austin.
The Customer Service Manager of Global Services will provide the leadership and strategic support to deliver critical core services to the global BioWare customer support team. The position is responsible for managing a group of services teams including: BPO Project Management, Workforce Management, Knowledge Education Development, and Training. The Global Services Customer Service Manager will report to the Director of Customer Service and will provide leadership and serve to drive the strategic direction to the remainder of the BioWare Customer Services organization in order to deliver the highest level of customer satisfaction and loyalty. This position is responsible for working cross-functionally and within Customer Service to assure consistent and efficient customer service. This person will have a detailed understanding of the call center industry with specific knowledge of online games.
Key Responsibilities • Management of BPO Partner Relationships: This includes responsibility for the day to day customer experience at the outsourcer level, including managing productivity, SLA-adherence, cross-team communication, and program implementation. • Delivery of workforce management: capturing, building, and analyzing contact history to proactively build a global workforce model, providing for the greatest balance in customer experience, adherence to SLA’s, and budget. • Develops, implements, polishes and maintains a never-ending dynamic and robust knowledge education index for customer support execution. • Develops, manages, and delivers a world-class training team. • Implements the execution of BioWare objectives, strategies and tactics that maximize customer experience, revenue growth, and operational cost efficiencies. • Oversees the management and support of multi-site outsourced locations. • Responsible for the planning and implementation of support functions for International customer service and initiatives within his/her scope of responsibility. • Responsible for managing overall ongoing outsourcer services and outsourcer projects. Manages the approved projects, determines the sequence of and implementation approach, including change management within his scope of responsibility. • Recommends and implements a Call Center growth strategy. • Leads efforts within the Customer Service organization guaranteeing that internal and external customer expectations are exceeded within his scope of responsibility. • Facilitates continuous improvements through departmental projects in conjunction with Customer Service leadership team. • Presents analysis, reporting and recommendations to the Director of Customer Services that provide appropriate input to the executive level decision making process. Utilizes reporting and metrics to manage organizational performance. • Creates policies and procedures that ensure the highest quality of service to our customers while maintaining consistency with corporate objectives. • Provides leadership to maximize human potential using best practices in selection, hiring, training, goal setting, performance management, coaching, feedback, reward and recognition processes. • Collaborates with Senior Management on establishing customer retention strategies and continually monitor/modify strategies needed to meet retention goals for all channels. • Acts as a champion for customer services that exceed in quality and response times while balancing company profitability goals. • Establishes operating budgets and manage expenses within his scope of responsibility. • Drives continuous improvement culture of ownership, empowerment, and accountability.
Qualifications • Bachelors degree or equivalent experience in related discipline • 3+ years experience in MMORPG online game support preferred • Minimum 5+ years directing a dynamic, high volume call center with an outsourcing focus • International (outsourced) call center support and development implementation experience • Proven track record in managing personnel and related issues, which include hiring, training, productivity performance levels and development • Proven record of improving Customer Satisfaction and Client Satisfaction Scores through training and teamwork • Ability to build strong bonds with employees to foster open, honest and candid communication • Ability to multi-task and maintain organization in a fast paced, changing environment • Ability to manage change in an organization engineering its culture and approach to workload management Ability to anticipate organizational needs and to create and drive a plan to meet those needs • Demonstrated success in building momentum in organizations for key training development initiatives • Metric driven and accountable for results • Excellent oral and written communication skills and strong stand-up presentation and training skills • Customer focused with solid relationship management skills with an ability to influence others • Attention to detail and ability to manage multiple tasks • Advanced experience in support center workforce management, training, knowledge base development, and BPO relationship management • Proven success in managing cross-functional and multidisciplinary teams • Proven success in organizational planning and implementation • Ability to travel, including International
Due to the volume of applications we receive for our job postings, we are unable to respond personally to telephone inquiries regarding the status of an application. Only candidates being considered for interview will be contacted at this time.
