Job description

WHO WE ARE

TransPerfect Gaming is a global team of passionate gamers offering world-class player support, community management, testing, localization, cybersecurity, co-development and more. Valuing innovation and teamwork, we're driven by our love of gaming. Our mission is to make every game enjoyable as our teams break language barriers and develop inclusive player communities.

Together, we can create immersive experiences that resonate with players worldwide.

WHAT WE ARE LOOKING FOR

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.

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.