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Team Manager, Customer Service
2 years ago
Team Name:
Job Title:
Team Manager, Customer ServiceRequisition ID:
R010626Job Description:
The Team Manager leads a team consisting of support representatives. The Team Manager leads the team through performance coaching, career pathing and conflict resolution for the customer service department. Team Managers 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.
Position Responsibilities:
- Maintain the Blizzard Entertainment culture and quality of the customer experience.
- Implement performance management and employee development through auditing, coaching, and mentoring.
- Provide regular employee feedback.
- Monitor team’s adherence to company policy.
- Manage teams key performance indicators to meet or exceed department goals.
- Audit timecards for missed or inaccurate time punches.
- Keep up to date with policies and processes to assist team
- Foster a cooperative, enjoyable, and positive work environment
- Lead, motivate and coach direct reports.
- Identify employee training needs and direct seniors in providing coaching.
- Maintain consistency and alignment with peers, both regionally and globally
- Act as a Change Agent in promoting department initiatives and innovation.
- Work with management to identify and develop department procedures and standards, and to ensure compliance with business goals.
- Identify new or emerging customer service needs based on player and employee feedback.
- Plan and execute ad-hoc projects as outlined by the regional director or direct manager.
- Provide clear documentation on the method and outcome of all coaching efforts and disciplinary actions for each member of a team.
- Document employee conduct relevant to performance management of staff.
- Generate reports as needed to appropriate management personnel.
Requirements
- 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 customer inquiries within a service or technical field
- 3+ years of experience managing staff in a multi-shift call center environment.
- Advanced interpersonal skills
- Excellent organizational skills and detail-oriented approach to problem solving.
- Proven ability to coach and mentor individuals and groups.
- Availability to work any shift and flexibility to change shifts frequently to meet the needs of the department.
- Proficient in communicating with all levels of management.
- Effective leadership skills
- Effective attention to detail
- Advanced oral and written communication skills
- Able to establish effective teams through motivation and talent management.
- Proficient in conflict management.
- Proficient in multi-tasking and prioritization.
- Intermediate to expert proficiency with Microsoft Word, Excel and PowerPoint.
- Expert understanding of CS policies and procedures.
- Expert familiarity with internet use and search functionality to find information.
- Advanced knowledge of customer service systems and methodologies
- Effective knowledge of customer service queue management
- Intermediate to advanced familiarity with telephony related hardware and software.
- Intermediate to advanced understanding of internal communication tools such as Outlook and Jabber.
- Expert familiarity with each of Blizzard’s CS departments, their roles, and key contacts.
Additional Considerations (Pluses)
- Project management experience.
- Fluency in additional languages and / or experience managing multi-language teams
- Knowledge of and passion for Blizzard Entertainment games
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