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Customer Service Supervisor

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Job Description:

The Supervisor leads a diverse team of customer support representatives through performance coaching, career pathing and conflict resolution for the customer service department. This position will maintain an influential relationship with all members of their team by integrating feedback and exemplifying Blizzard Entertainment's culture of excellence and commitment to quality. The Supervisor will raise their team’s business awareness, productivity and any other key performance indicators to increase overall performance of the team.

Responsibilities

• Lead, motivate, and coach direct reports.
• Provide regular employee performance reviews, both formally and informally.
• Responsible for time and attendance management/reporting of direct reports.
• Resolve employee relations issues in a professional and timely manner.
• Provide clear documentation on the method and outcome of all coaching efforts and disciplinary actions for each member of a team.
• Identify employee training needs and support the development of training programs.
• Manage team performance in all defined KPIs and expectations to meet or exceed departmental goals.
• Identify new or emerging customer needs to be based on player and employee feedback.
• Assist in developing, tracking, and reporting key performance measurements for the customer service department.
• Develop and implement processes and procedures to improve quality and efficiency.
• Maintain consistency and alignment with peers, both regionally and globally.
• Work with customer service management to identify and develop departmental procedures and standards and ensures compliance with business goals.
• Build and maintain a passionate, collaborative, respectful and safe work environment for all direct reports.
• Take ownership of team escalations and leverage resources to provide accurate and effective resolutions.
• Act as a Change Agent in promoting department initiatives and innovation. Assist all team members in adapting to business changes.