Service Delivery Manager?

  • location: Redmond, WA (remote)
  • type: Contract
  • salary: $20 - $30 per hour

job description

Service Delivery Manager?

job summary:
Service Delivery Manager needed for Contract Opportunity with Randstad Technologies client in Redmond, WA.

Our ideal candidate is not just a manager or people person. They love numbers, because data drives our processes and decisions. They know ticket data, agent tools, and processes. They understand how to remove barriers that prevent agents from demonstrating world class support while upholding our guiding principles and supporting our strategy. We have a unique support model focused on getting data to our engineers while providing a positive and helpful experience for players.

Responsibilities

  • Drive agent workstream across unique groups within the studio, effectively communicating/transferring information across groups.
  • Prioritize time sensitive tasks while ensuring day- to- day work remains on track and quality is consistently meeting standards.
  • Drive agent readiness for launches and releases, taking in direction on support boundaries and decisions and integrating it into established processes and content.
  • Serves as lead for agents, prioritizes work and process for TS and offsite team.
  • Serve as first point of contact for offsite agency, owning the relationship with site leads to ensure compliance and performance goals are met.
  • Ensures all agents are delivering support at or above target KPIs and works with individuals to refocus and problem solve underperformance.
  • Lead and manage dashboards within Zendesk for agent performance as well as volumes and trends.
  • Owns process planning, documentation, and maintaining process library for agents.
  • Drive all work within Support (service level agreement) turnaround times to adhere to team process and maintain team workload balance.
Minimum Qualifications and Skills

  • Proven success as a Service Delivery Manager
  • Background in rapid release and/or product launch environment with cycles of urgency requiring ability to manage change quickly and with precision
  • Experience with Zendesk for ticket and data management
  • History of managing large team training, attendance, KPI performance (like CSAT) in prior roles
  • Data/reporting experience for agent metrics and performance
  • Exceptional skills in Office: PowerPoint, Outlook, Word, Excel, Teams
  • Strong written and verbal communication skills
Pluses

  • Bachelor's degree or PMP
  • Project/program management experience
  • A passion for gaming
  • Experience with Live Services
 
location: REDMOND, Washington
job type: Contract
salary: $20 - 30 per hour
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:
  • Drive agent workstream across unique groups within the studio, effectively communicating/transferring information across groups.
  • Prioritize time sensitive tasks while ensuring day- to- day work remains on track and quality is consistently meeting standards.
  • Drive agent readiness for launches and releases, taking in direction on support boundaries and decisions and integrating it into established processes and content.
  • Serves as lead for agents, prioritizes work and process for TS and offsite team.
  • Serve as first point of contact for offsite agency, owning the relationship with site leads to ensure compliance and performance goals are met.
  • Ensures all agents are delivering support at or above target KPIs and works with individuals to refocus and problem solve underperformance.
  • Lead and manage dashboards within Zendesk for agent performance as well as volumes and trends.
  • Owns process planning, documentation, and maintaining process library for agents.
  • Drive all work within Support (service level agreement) turnaround times to adhere to team process and maintain team workload balance.
 
qualifications:
  • Experience level: Experienced
  • Minimum 3 years of experience
  • Education: Bachelors
 
skills:
  • Manager

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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