Player Support Project Manager

2 days ago

Kuala Lumpur, Malaysia PTW International ( Malaysia ) Sdn Bhd Full time

**RESPONSIBILITIES**
- Provide leadership and guidance on daily operations management.
- Improve customer service operations including but not limited to evaluating, monitoring, analysing of results, and implementing any changes.
- Accountable for the profitability and service level standards for the projects assigned.
- Review work reports before submission to the clients.
- Perform complex language translation and proofreading where necessary.
- Ensure communication to the team members on updated project plans.
- Setup and customize necessary tools for work operational needs.
- Ensure that the team manpower is adequate to meet daily operation requirements, including approval of leave for team members.
- Support the Company Management and conduct coaching sessions for the team when needed.
- Liaise with internal and external stakeholders including Company Management and clients on work issues including to assist in managing employee lifecycle such as hiring, termination, and performance review.
- Work with the Company Management to ensure that the Customer Service team is compliant with information and physical security requirements in the Company, and undertake remedy actions if necessary.
- Undertake any other tasks/assignments as assigned by the Company Management.

**REQUIREMENTS**
- At least 4 years of customer service and technical support experience within a contact centre environment.
- Proven track record and experience in managing and leading a small-mid size team.
- Effective in both verbal and written communication skill in English and Japanese language.
- Proficiency in another foreign/native language will be advantageous.
- Able to understand games from a gamer’s perspective and give in-depth gaming (PC/console/mobile) troubleshooting and support.
- Able to solve and analyse information accurately with appropriate speed and within guidelines.
- Team player.
- Project resources planning as per skill sets and talents.
- Project schedule planning and strategies
- Monitoring and reporting projects progress
- Problem solving, managing risk and issues.
- Preparing project budgeting and estimating activities
- Risk analysis and remove impediments.
- Improving agents' skills such Japanese language, reporting skill
- Provide any support such as report creating to superior, translation, project coordination.
- Point of liaise with other relevant department.
- Operation management and improvement

**Job Types**: Full-time, Contract
Contract length: 12 months

Pay: RM7,000.00 - RM8,000.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Project Management: 1 year (preferred)

**Language**:

- Mandarin (preferred)
- Bahasa (preferred)

License/Certification:

- Six Sigma (preferred)

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