Call Center Manager

Paradox Interactive is currently seeking a Call Center Manager to join our team in Uppsala, Sweden. As a leading developer and publisher of grand strategy games, we are looking for a talented individual with a passion for gaming and a drive to deliver exceptional customer service.

Responsibilities: - Manage and oversee the daily operations of the call center, including monitoring call volume, analyzing metrics, and optimizing processes to improve efficiency and customer satisfaction. - Develop and implement strategies to increase productivity, quality, and performance within the call center team. - Recruit, train, and mentor call center staff, providing ongoing support and guidance to ensure a high level of customer service. - Collaborate with other departments to address customer issues and provide feedback for product improvement. - Handle escalated customer complaints and ensure swift resolution to maintain customer loyalty and satisfaction. - Monitor and analyze customer feedback and call center metrics to identify trends and opportunities for improvement. - Develop and maintain call center policies and procedures to ensure compliance with company standards and regulations. - Stay current on industry trends and best practices to continuously enhance the call center operations.

Requirements: - Minimum of 6 years of experience in a call center management role, preferably in the gaming or entertainment industry. - Excellent communication and leadership skills with a proven ability to motivate and inspire a team. - Strong analytical skills and attention to detail to effectively analyze data and make informed decisions. - Resourceful and driven individual with a creative mindset to problem-solve and think outside the box. - Bachelor's degree in business administration, marketing, or related field. - Ability to thrive in a fast-paced environment and adapt to changing priorities. - Fluency in English, both written and spoken.

Benefits: - Medical coverage for you and your family. - Relocation allowance for candidates outside of Uppsala. - Paid sick leave to ensure your well-being.

Working environment: At Paradox Interactive, you will join a diverse team of individuals from around the world, fostering a global village mentality where collaboration and creativity are encouraged. You will have the opportunity to work with colleagues worldwide and contribute to the success of our games and services.

Deadline to apply: June 22, 2024

Equal opportunity statement: Paradox Interactive is an equal opportunity employer and values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.