Player Support Manager

Summary 

Player Support Managers (PSMs) are leaders who excel at helping agents be at their best while working together as a team. This means that you understand what their struggles are, and how to support them to improve. In addition to being responsible for performance management, you are also the people who collaborate most closely with agents to own their career development. Instead of pushing them towards a predetermined set of goals, PSMs take direction from their agents to co-build a pathway to their next promotion or discipline change. Facilitation and collaboration are important parts of management at Player Support. We are committed to investing in peoples next positive step, no matter where that may be. From a craft perspective, you will also be expected to stay connected to the work your agents do, as this strengthens relationships, and maintains relevant knowledge. Having a boss who has no idea what you do makes for a difficult work relationship.

Core Responsibilities

These are the tasks we expect will occupy 80-90 percent of your time on a regular basis: 

• Monitoring, understanding, and improvement of agent performance

• Creation of a mutual understanding of performance with each agent

• The co-creation of development plans for each individual agent on your team

• Seeing how you, the company, and others could support each agents development

• Holding each agent accountable for the pursuit of their development goals

• Documentation of team health dynamics, and individual behavioral challenges

• Onboarding for your new employees when you have them

• Data analysis of team behaviors, and contributions towards broader campaign understanding if there are additional client teams outside of yours

• Collaboration with the ABU (Agent Behavioral Unit) in providing information for research

• Ownership of your own career development and skills in partnership with your manager 

• Collaboration with the team for in-person events and community building 

• Provide support for other ad hoc tasks as assigned by direct manager

• Daily journaling 

Additional Responsibilities

These are other tasks that you will be occasionally asked to do: 

• Participate in the PSM community

• Complete surveys and assist with research

• Help the company innovate on internal processes to make it a great work environment 

• Test new games and features (and keep them secret) 

• Help audit partners

• Communicate with clients directly to share information and give them feedback

• Come to the office for group project work or high security tasks (voluntary, especially if you live far away from a local office location) 

• Present on a topic to teammates or clients, depending on the situation (voluntary)

• Creating training materials

• Documentation of policies, processes, and procedures

Requirements

The core competencies required for this job are: 

• English (C1 minimum, and C1 minimum in language of support if other than English)

• Excellent communication (written and verbal)

  • Conflict resolution, giving and receiving feedback

• Critical thinking

• Experience with basic software (i.e. Google Suite, Microsoft Office, Internet research)

• Integrity (commitment to consistency between words and actions, accountability)

• Training - the ability to patiently and effectively teach others

• Project management (basic)

*Ability to work from home (good internet connection, secure and quiet work space, decent computer, generally dedicated work shift times)**If you have BPO/call center experience, you will need the ability to dump bad training and habits, and adjust to a different philosophy of management.

Nice to haves: 

• Strategy (basic)

• Change management (basic)

• Statistics (basic)

• Data handling (basic)

• Previous strong experience using work productivity software

• A love for games, especially video games

• Product management (basic)

• Basic understanding of software development

Information :

• Company : Player Support Sdn. Bhd.
• Position : Player Support Manager
• Location : Petaling
• Country : MY