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Player Support Analyst (Customer Service)
2 years ago
Job Title:
Player Support Analyst (Customer Service)Requisition ID:
R006734Job Description:
POSITION: Player Support analyst
ORGANIZATION: Customer Service
REPORTS TO: Senior Manager, Workforce Planning & Analytics
EMPLOYMENT TYPE: Full-time
LOCATION: El Segundo, CA
YOUR PLATFORM
Founded in 1979, Activision has continuously disrupted the world of entertainment as a leader in the videogame industry. With a history of delivering iconic game changers -- like Pitfall , Tony Hawk, Guitar Hero, Crash Bandicoot, Skylanders and Call of Duty -- our obsession is delighting our players around the globe. Focused and committed to innovation, we consistently deliver the most beloved, engaging and successful entertainment.
And while we have world-class franchises, infrastructure and resources, our success comes from a passionate, talented and diverse team of people producing greatness together. So, if you’re interested in our biggest priority, it’s our people.
Were currently driving the next era for our company and community by creating amazing experiences for fans and continuing to make Activision an inclusive place where everyone can thrive.
Join us, make history. To learn more, check us out at www.activision.com, www.activisiongamesblog.com or @Activision on Instagram, Twitter, Facebook and LinkedIn.
YOUR MISSION
As a Player Support Data Analyst, you will work closely to identify and eliminate player pain points surfaced on support channels. You have the appetite to gain a full understanding of Activision, along with the inner workings of the Player Support organization. You have a passion for numbers, data visualization and turning massive amounts of data into digestible and actionable content. You are a collaborative problem-solver who will work closely with members of Player Support to provide continuous feedback to drive optimization.
RESPONSIBILITIES
Priorities can often change in a fast-paced environment like ours, so this role includes, but not limited to, the following responsibilities:
Data Analysis & Visualization
- Design, evaluate and monitor key contact center KPIs across our multi-channel environment and understand root causes of changes in metrics
- Support business decisions through the preparation of timely and accurate analysis of large data sets with specific focus on improving the customer experience and maximizing operational efficiencies.
- Reconcile weekly/monthly performance against key metrics, identifying areas of opportunity to improve performance
- Collaborate and work cross functionally with operations peers to solve problems that span the breadth of our players’ journeys and satisfaction
- Support incoming business requests, compile root cause analyses, and solve common issues at the source
- Create meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making
- Researches and analyzes diversified data to draw valid conclusions
PLAYER PROFILE
Minimum Requirements
- 4+ years hands-on experience as a data analyst in a high volume, multi-channel support environment. Entertainment, technology or BPO environments are preferred.
- Demonstrated practical experience of analyzing and identifying opportunities to drive improvements to our global processes, guidelines, and methods around how we respond to player tickets and interactions using a combination of qualitative information
- Bachelor’s Degree or extensive meaningful work experience
- Ability to synthesize qualitative and quantitative information into powerful actionable insights and plans
- Collaborative team player with exceptional analytical, presentation and interpersonal skills
- Expert in being able to derive the narrative from the data and communicate convincing stories, driving positive change for our players
- Must be highly organized and able to deal with a high volume of data
- Ability to work proactively and independently as well as with a team in a fast-paced, high growth environment
- Intermediate or advanced excel knowledge and data visualization software
OUR WORLD
Activision Blizzard, Inc. (NASDAQ: ATVI), is one of the world's largest and most successful interactive entertainment companies and is at the intersection of media, technology and entertainment. We are home to some of the most beloved entertainment franchises including Call of Duty, World of Warcraft, Overwatch, Diablo, Candy Crush and Bubble Witch. Our combined entertainment network delights hundreds of millions of monthly active users in 196 countries, making us the largest gaming network on the planet!
Our ability to build immersive and innovate worlds is only enhanced by diverse teams working in an inclusive environment. We aspire to have a culture where everyone can thrive in order to connect and engage the world through epic entertainment. We provide a suite of benefits that promote physical, emotional and financial well-being for Every World - we’ve got our employees covered!
The videogame industry and therefore our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business and relationships with industry partners.
Activision is 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.
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