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Live Operations Specialist

Team Name:

Job Title:

Requisition ID:

Job Description:

Job Description:

The Live Operations Specialist assists with the monitoring, reporting, analysis, and management of customer contact queues. They also assist with the impact mitigation of planned and unplanned events and work closely with internal and external collaborators to support the efforts in achieving excellence.

Location:

Remote in Austin, TX

Responsibilities

Customer Contacts Queue Management

• Facilitate the achievement of department key performance indicators through queue management
• Identify changes in contact volumes and implement mitigation strategies
• Optimize workforce schedules on across various channels, locations, and regions

Issues and Outages

• Lead impact mitigation and communication of outages for Customer Service
• Handle Customer Service escalations
• Serve as the point of contact for all business partners

Account Administration

• Run Customer Service account administration and permissions

Perform other duties as assigned

Requirements

• 1+ year experience in a customer service contact center environment
• Strong multi-tasking abilities in a high stress environment
• Strong communication skills, particularly cross-departmental
• Strong analytical and technical troubleshooting skills
• Excellent organizational skills and a diligent problem-solving approach
• Excellent adaptability to change
• Able to lead meetings for multiple levels of management
• Excellent spoken and written English interpersonal skills
• Excellent attendance and reliability
• Able to work one weekend day, overtime, and have flexibility with schedules

Pluses

• Experience in Workforce Management role directly working on Real-Time, Scheduling, Forecasting, and Reporting
• Proficiency in Microsoft Office, JIRA, Confluence
• Experience project management methodologies (SCRUM/Agile)
• Knowledge of, or experience in programming (WPF, SQL, MySQL, PHP)
• Experience working with global or multi-regional teams
• Knowledge of, and passion for, Activision Blizzard titles

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

Blizzard Entertainment is a global company committed to growing our employees along with the business. We offer generous benefits and perks with an eye on providing true work / life balance. We’ve worked hard to foster an intensely collaborative and creative environment, a diverse and inclusive employee culture, and training and opportunity for professional growth. Our people are everything. Our core values are real, and our mission has never changed. We are dedicated to creating the most epic entertainment experiences…ever. Join us!