GameFly, Inc. is looking for an experienced Customer Care Center Manager to join our team in Austin, Texas. This person will be responsible for the hiring, retention, development and ongoing management of a team of 30+ Customer Service Representatives. This person will also work closely with the Department Vice President to build and implement the department’s longer term strategy and the services it provides to our customers.

Core Responsibilities

·         Oversee the delivery of friendly and knowledgeable customer communication across multiple channels including email, voice, web and chat.

·         Manage workforce planning, forecasting, staffing, training and quality assurance processes to profitably deliver service levels.

·         Work with various company departments (operations, marketing, business development, IT) to enable proactive and effective service to customers.

·         Manage reporting to monitor operational and financial performance metrics and service level goals, analyze trends to drive customer service improvements.

·         Demonstrate positive and professional leadership behaviors to drive customer and employee satisfaction.

·         Build and maintain strong collaborative relationships with internal and external business partners.

Qualifications

·         Bachelors Degree

·         6-10 years of Customer Service operations/Contact Center management experience

·         3-5 years of E-Commerce Customer Service experience

·         Demonstrated knowledge of Customer Service best practices and service metrics, and internet and call/contact center technologies including email, IVR/ACD, web self service, chat, CRM. Multi-channel experience including email, voice, web, chat and experience interacting with the Better Business Bureau.

·         Ability to work independently and provide strong leadership and coaching. Training background, a plus.

·         Strong organization, analytical and problem solving skills.

About the Company

GameFly is a subscription-based video game rental company that enables consumers to sign up online to select the games they want delivered to their home.

Our mission is to be the leading source for gamers to rent, play and buy games for Play Station®2, Xbox(tm), Xbox 360(tm), GameCube(tm), Game Boy® Advance, Nintendo DS(tm), and PSP(tm). With more than 7,000 titles to choose from, GameFly carries all the latest releases, as well as hard-to-find classic games.

We offer a creative and flexible environment as well as a competitive compensation and benefits package including: base salary, bonus, stock, medical, dental, vision, life and long-term disability insurance and 401K (including match). EOE.