EA Jobs

EA / Bioware Galway Jobs

Bioware Galway
Job Title: Customer Service Representatives

Role: Customer Support

Description: BioWare Customer Service Representatives (CSRs) will be experienced service specialists supporting BioWare customers via chat, email and/or phones. Through problem identification, troubleshooting, education and resolution, the CSRs will be required to provide innovative and exceptional customer experience. As a key member of BioWare, CSRs are expected to maintain BioWare’s culture of excellence and commitment to quality in every aspect of their work.

Company Overview:

BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world’s best-selling titles including the award-winning Baldur’s Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic.
Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS.
BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWare’s studios in Austin, Texas. Recently announced, BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.

Duties and Responsibilities:

• Provide first contact resolution of customer issues via chat, e-mail and/or phones

• A Tier 3 level of support that handles escalations from Tier 1 and Tier 2 agents

• Troubleshoot and handle the most complicated and sensitive of customer inquiries

• Deliver timely and accurate responses to customer questions and requests as determined by internal SLAs

• Take personal ownership of customer requests and provide a BioWare world-class level of support

• Maintain accountability for accurate and timely assistance to our customers

• Provide exceptional customer experience as measured through customer surveys and internal SLAs

• Maintain security and confidentiality of BioWare’s internal information and customer/account information

• Escalate and communicate any customer well-being issues

Skills and Qualifications:

Essential

• Minimum two years experience working in a Customer Service environment

• Excellent Customer Service skills with proven quality track record

• Verbal and written fluency in English essential with multilingual fluency in French or German an advantage

• Moderate computer and advanced typing skills

Desirable, but not essential

• Previous large volume Contact Centre experience

Person Specification:

• Team player with a positive attitude

• Ability to handle stressful situations

• Willingness to be flexible

• Ability to maintain confidentiality

• Results orientated

• High work standards

• Organised and able to prioritise tasks to meet the changing demands of the business

• Excellent interpersonal skills with ability to form good working relationships with staff at all levels

• Confident and professional in appearance conduct and approach

Compensation:

BioWare Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability, out of country relocation.

Please Note:

Applicants must be eligible to work in Ireland without company sponsorship

This position will have a high requirement for late night, shift based hours

Full details and Apply Here

Recruitment Job at EA Galway – Bioware

Job Title : Recruiter – Bioware

Role: HR  -  Location: Ireland – Galway

Description: BioWare, a division of Fortune 500 company Electronic Arts (EA), specializes in delivering the best story-driven games in the world. ( Baldur’s Gate, the Neverwinter Nights , and Star Wars: Knights of the Old Republic.
BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game – and  customer support for the  game will be centralized in Galway, Ireland.

Main Purpose of the Role

To manage all the recruitment (strategy & execution) for EA Bioware’s newly established customer service centre in Galway by delivering a high quality recruitment service to customers that provides talent in a cost effective and timely manner.

Key Duties and Responsibilities

• Act as the key recruitment point-of-contact for local management & hiring managers, HR and candidates

• Working closely with EA Bioware management and the wider Talent Acquisition team, build a complete end-to-end recruitment framework able to deliver 200 hires in a 6 month period. This includes the creation of an overarching sourcing strategy as well as the design of the assessment/ selection process.

• Manage the end-to-end recruitment process for all open positions

o Ensure all heads are fully approved before initiating the recruitment process

o Support customers in developing realistic person profiles based on market conditions, and grade & salary constraints

o Develop sourcing/ attraction strategies for positions (one-off positions as well as high volume multiples)

o Manage candidate applications/ submittals efficiently (application acknowledgement, CV screening, rejection, etc.)

o Conduct thorough candidate assessment via phone or in-person interviews

o Manage interview logistics as and when required

o Offer management (approval, negotiation, employment contracts, etc)

o On-boarding

• Establish, build and manage key partnership with external suppliers such as recruitment agencies, job boards, newspapers, etc.

• Manage the candidate experience by ensuring that all candidates have positive interaction with EA Bioware at all stages of the recruitment process

• Positively promote and grow a consistent EA Bioware employer brand

• Track critical recruitment data, and produce regular (and ad-hoc) reports on recruiting activities

• Ensure all open positions are accurately tracked using EA’s world wide recruitment management system

Skills and Knowledge Required

• University degree or equivalent

• Ability to think strategically and act tactically

• Process oriented

• Ability to work in a fast paced, target driven environment and perform well under tight time constraints and changing deadlines.

• Experience of working with senior stakeholders

• Good communicator

• Bright and assertive with the ability to come up to speed rapidly and develop fact-based recommendations.

• Very strong organizational skills and the ability to prioritize competing tasks in a fast-paced environment.

Experience Required

• Approx. 5 years recruitment experience combining both in-house and agency

• Solid experience of delivering volume recruitment projects within tight deadlines

• Solid experience of attracting and assessing talent

• Experience of customer service centre or call centre recruitment a massive plus

• Experience of building and managing assessment centers would also be a bonus

Full Details Here

EA Galway Customer Service Manager

Customer Service Manager (Global Services) – Bioware

Role: Customer Support

Specialty: Customer Service Representative

Location: Ireland – Galway

Description: BioWare, a division of Fortune 500 company Electronic Arts (EA), specializes in delivering the best story-driven games in the world.  BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWare’s studios in Austin, Texas. Recently announced, BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.

The Customer Service Manager of Global Services provides the leadership and strategic support to deliver critical core services to the global BioWare customer support team. The position is responsible for managing a group of services teams including: Workforce Management, Knowledge Education Development, Training, BPO Project Management, and IT requirements. The Customer Service Manager of Global Services reports directly to the Director of Customer Service. The CSM of Global Services is responsible for providing a world-class support product to the Customer Services operational team. The CSM of Global Services will champion the strategic vision and goals of the Customer Services group and deliver the highest level of customer satisfaction and loyalty. This position is responsible for working cross-functionally and within the Customer Services group to assure the most consistent and efficient support processes. This person will have a detailed understanding of the call center industry with specific knowledge of online games.

More Here

EA Bioware HR Job Galway

EA – the computer game company – announced the setting up of a support centre for Bioware in Galway

Job Title: Senior HR Manager – Bioware

Location: Ireland – Galway

Description: BioWare, a division of  Electronic Arts (EA), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world’s best-selling titles including the award-winning Baldur’s Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic. BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.

The HR Manager is responsible for the day to day HR operations of a hundred+ seat contact centre environment. This responsibility includes legal, on-boarding, disciplinary, support, and benefits impacts of managing an extremely dynamic and changing employee base. The role reports to the Senior Director of HR Europe and is aligned in close partnership with the Director Customer Service and his/her leadership team. In addition to managing the day to day operations of HR, this individual will be involved in the upcoming build-out of the enterprise from ground zero to launch of the support product facility and staff. The HR manager works closely with various Senior Management on-site and off to plan and implement an integrated Human Resources strategy to support the volatile growth and performance of the local operation. The HR Manager is the most senior HR personnel on staff and is will direct the HR recruiter and any supporting admin staff.

Key Responsibilities

• Own the HR policies and procedures plan for this location under the guidance of the Director of Customer Services and the Sr. Director, HR Europe. These HR policies and procedures will ensure the highest quality of service to our employees and customers while maintaining consistency with corporate objectives.

• Ensure compliance and adaptation of relevant Irish and EU Legislation. Ensuring management education and understanding of same.

• Advice and champion the design and implementation of effective employee retention policies, including succession planning, leadership development, and improvement programs.

• Provide weekly/monthly Management Information, e.g. staff numbers, labour turnover, recruitment costs, absence management, etc.

• Provide leadership to maximize human potential using best practices in selection, hiring, training, goal setting, performance management, coaching, feedback, reward and recognition processes from the tools perspective.

• Collaborate with Senior Management on establishing employee retention strategies and continually monitor/modify strategies needed to meet retention goals for all channels.

• Establishes operating budgets and manage expenses within their scope of responsibility.

• Guide and advise staff on Grievance and Disciplinary issues whilst ensuring a fair hearing to all parties.

• Personnel representative for grievance and disciplinary hearings.

• Manage the HR recruitment administrator’s activities, including sourcing and managing effective external talent development suppliers, materials and resources as requested by the Director of Customer Services.

• Working with the recruiter, the position will be responsible for ensuring that the company can attract, retain, engage and develop high-quality employees to contribute towards the company’s goals.

• Manage the implementation of effective reward systems such as salary planning, benefit, bonus and recognition programmes.

• Coordinate with the internal Workforce Management team to ensure SLA’s and staffing targets are met.

• Coordinate the design and delivery of a range of training and development solutions in conjunction with site Training Manager to address identified training needs to improve the capability of employees.

• Identify, develop, implement, and evaluate talent development programmes: Leadership development, high potential talent development and employee development programmes, including educational assistance in compliance with corporate HR programmes.

• Liaison with HR representation from EA HR to ensure compliance and equality across business units.

• Deliver and drive operational ownership of the Corporate Performance Management System.

• Establishes operating budgets and manage expenses within his scope of responsibility.

• Drives continuous improvement culture of ownership, empowerment, and accountability.

• Owner of site payroll process for all employees.

• Perform any other duties as assigned by the Customer Service Director.

Qualifications

• Degree, Masters, or equivalent qualification experience in a HR-related discipline is a requirement.

• Minimum 5+ years experience in an IE HR-related role, supporting a dynamic, high volume contact centre.

• Must have a sound understanding of contemporary IE and EU human resources development policy, practices, and research based evidence.

• Previous experience with the gaming industry is desirable, with experience in a high volume contact centre preferred.

• Integrity, honesty, humility, and confidentiality traits required.

• Metrics-driven and accountable for results.

• Facilitation, mediation, and negotiation skills required.

• Excellent oral and written communication skills and strong stand-up presentation and training skills.

• Customer focused with solid relationship management skills with an ability to influence others.

• Attention to detail and ability to manage multiple tasks

• Proven success in managing cross-functional and multidisciplinary teams.

• Proven success in organizational planning and implementation.

• Ability to travel, including International.

• Ability to relocate as necessary.

• CIPD Membership preferred.

Apply Here