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Player Support Project Manager

1 month ago

Cape Town, Western Cape, South Africa TransPerfect Full time

Position Summary:

Are you passionate about games and project management? Do you have the strategic mind and leadership skills to ensure the success of a large 24/7 team covering over 10 languages? As a Player Support Project Manager at TransPerfect Gaming, you will be key to maintaining our high standards and fostering a positive team atmosphere.

Your role will include striving to improve team performance and ensuring strong KPIs, with a focus on CSAT, QA, and productivity. You will also manage client expectations to exceed their needs.

Position responsibilities:

  • Reporting & Analytics: Design, maintain, and deliver regular Google Sheets based reports and agent journals covering quality, productivity, and player satisfaction.
  • Client Relations: Serve as the main point of contact, ensuring client satisfaction through high-level communication and providing actionable insights.
  • Team Leadership: Lead by example, training managers by demonstrating best practices. Oversee and coordinate all team members involved in your projects.
  • Performance Management: Regularly review team performance through one-on-one feedback sessions. Utilise performance data to identify and nurture future leaders.
  • Recruitment & Training: Select, interview, and onboard new team members at all levels. Set criteria for and supervise project tests and training programs.
  • Process Improvement: Actively seek and implement methods to enhance project efficiency. Recommend new tools, processes, or policies to boost overall performance.
  • Risk Management: Develop and implement solutions for potential challenges identified through project data. Advise on operational risks and capacity issues.
  • Documentation: Ensure all project information is meticulously documented and clearly communicated to clients.
  • Stakeholder Collaboration: Collaborate with internal and external stakeholders to align project goals and ensure successful outcomes.
  • Technology Integration: Stay updated with the latest technologies and tools in the gaming industry to incorporate innovative solutions into the support process.
  • Budget Management: Effectively manage project budgets to ensure cost-efficiency while maintaining high quality.
  • Crisis Management: Promptly handle escalations and crisis situations to maintain client trust and project stability.
  • Compliance & Security: Ensure all support processes comply with relevant legal, regulatory, and security requirements to protect client and player data.
  • Complete all other tasks that are deemed appropriate for the role and assigned under the project.

Essential skills and experience required:

  • Excellent written and verbal English communication skills; other languages would be an asset.
  • A deep passion for mobile games with a solid understanding of how gaming communities work.
  • Highly skilled in Zendesk, Google Workspace, Discord, Teams, and Slack.
  • At least 3 years in a similar management role with proven experience managing teams of over 50 members.
  • Comprehensive understanding of GDPR and data privacy regulations within team operations and client interactions.
  • Demonstrated ability to achieve high CSAT levels through effective team management and client relations.
  • Proactive approach to problem-solving and strong analytical abilities, with experience in designing, maintaining, and delivering detailed reports using Google Sheets.
  • Exceptional leadership skills to inspire and manage a large, remote team and excellent communication abilities for managing client relationships.
  • Excellent organisational and multitasking abilities to handle multiple projects simultaneously in a dynamic, high-pressure environment.
  • Experience managing a multilingual team operating 24/7, with the ability to adapt to changing environments efficiently.

Why join us?

  • Be part of an award-winning, multilingual gaming services company.
  • Work on exciting projects with some of the leading game developers in the industry.
  • Opportunities for career growth and development in a fast-paced, innovative environment.
  • Foster a positive team atmosphere that encourages growth and success.
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