Craft:Job Description:Position Overview The Team Manager leads a team of Customer Service support representatives who support all games and services present on the Battle.net and mobile platforms including technical, billing, and game related customer inquiries.
The Team Manager’s role is critical to the success of the team and the role includes in person and remote performance coaching, career pathing, change management, and conflict resolution for the customer service department.
Team Managers must maintain an influential relationship with all team members by providing feedback and action plans supporting Blizzard Entertainment’s culture of excellence and commitment to quality.
Position Responsibilities Maintain, grow, and support a diverse, equitable, and inclusive Blizzard Customer Service cultureFocus on quality customer experiences through coaching, counseling, and business problem solvingDevelop and manage employee performance through auditing, coaching, and mentoringSupport employee daily needs including availability for questions, addressing customer escalations, and other administrative tasksProvide regular employee feedback via message, email, and 1 on 1 meetingsMonitor team’s adherence to company policy and address as appropriateManage team’s key performance indicators to meet or exceed department goalsAudit timecards daily/weekly for missed or inaccurate time punchesKeep up to date with policies and processes to assist teamFoster and support an inclusive, cooperative, and positive work environmentLead, motivate and coach direct reports utilizing goal setting and follow throughIdentify employee training needs and communicate with CS management for actionMaintain consistency and alignment with peers regionally and globallyLead through change to support department initiatives, innovation, and other business updatesWork with management to identify and develop department procedures and standards to ensure compliance with business goalsIdentify and communicate new or emerging customer service needs based on player and employee feedbackPlan and execute ad-hoc projects as outlined by CS LeadershipProvide clear documentation on the method and outcome of all coaching efforts and disciplinary actions for each member of a teamDocument employee conduct relevant to performance review processesRequirements Bachelor’s degree in business or a related field from an accredited college or university (or equivalent work experience).A minimum of 6 years’ experience handling or managing customer inquiries within a service or technical field3 years of employee management experience, call center experience preferredExcellent interpersonal skills with a passion to learn and grow in this areaExcellent organizational skills and detail-oriented approach to problem solvingProven ability to coach and mentor individuals and groups both in person and remotelyAvailability to work nights and weekendsProficient in communicating with all levels of management.Effective leadership skillsHigh attention to detail and follow throughExceptional oral and written communication skillsAble to establish and maintain effective teams through motivation and talent managementProficient in conflict managementProficient in multi-tasking and prioritizationIntermediate to expert proficiency with Microsoft Word, Excel, and PowerPointExpert familiarity with internet use and search functionality to find informationAdvanced knowledge of the customer service industry, systems, and methodologiesEffective knowledge of customer service queue managementIntermediate to advanced familiarity with telephony related hardware and softwareIntermediate to advanced understanding of internal communication tools such as Outlook, Slack, and ZoomAdditional Considerations (Pluses) Project management experienceFluency in non-English languages and / or experience managing multi-language teamsKnowledge of and passion for Blizzard Entertainment gamesExperience working with global or multi-regional teamsAbout Activision Blizzard MediaActivision Blizzard Media is the gateway for brands to the 1 cross-platform gaming company in the western world, with hundreds of millions of players across over 190 countries.
Our legendary portfolio includes iconic mobile game franchises such as Candy Crush™, esports opportunities like the Call of Duty® and Overwatch® Leagues, and some of the top PC and console gaming franchises such as World of Warcraft®, Call of Duty®, and StarCraft®.
The idea is simple: great game experiences offer great marketing experiences.
We have built a new team to introduce innovative, impactful, and rewarding advertising experiences to our huge audience of highly-engaged players.
We are looking for new talents to help take our emergent media offering to the next level.We need all sorts of heroesMaking games is fun.
Especially when you do it with people who share the same idea of what makes a good workplace, great.
We design games for everyone, no matter where they are or who they are, and we employ all sorts of people from all kinds of backgrounds to bring them to life.
Truth is, we simply can’t expect diversity in our players and originality in our games without first nurturing it in our people.
Ready to play?
Come join our world and work alongside some of the best and brightest minds in the business.All applications should be made in English.Discover more at https://www.activisionblizzardmedia.com/