Team Manager, Customer Service

Position Overview

The Team Manager l eads 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 B lizzard Entertainment's culture of excellence and commitment to quality.

Position Responsibilities

• Maintain , grow, and support a diverse, equitable , and inclusive Blizzard Customer Service culture

• Focus on quality customer experiences through coaching , counseling , and business problem solving
• Develop and manage e mployee performance through auditing, coaching, and mentoring
• Support employee daily needs including availability for questions, addressing customer escalations, and other administrative tasks
• Provide regular employee feedback via message, email, and 1 on 1 meetings
• Monitor team’s adherence to company policy and address as appropriate

• Manage team’s key performance indicators to meet or exceed department goals
• Audit timecards daily/weekly for missed or inaccurate time punches
• Keep up to date with policies and processes to assist team
• Foster and support an inclusive, cooperative, and positive work environment
• Lead, motivate and coach direct reports utilizing goal setting and follow through

• Identify employee training needs and communicate with CS management for action
• Maintain consistency and alignment with peers regionally and globally
• Lead through change to s upport department initiatives , innovation , and other business updates
• Work with management to identify and develop department procedures and standards to ensure compliance with business goals
• Identify and communicate new or emerging customer service needs based on player and employee feedback

• Plan and execute ad-hoc projects as outlined by CS Leadership
• 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 review processes

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 or managing customer inquiries within a service or technical field
• 3+ years of employee management experience, call center experience preferred
• Excellent interpersonal skills with a passion to learn and grow in this area
• Excellent organizational skills and detail-oriented approach to problem solving
• Proven ability to coach and mentor individuals and group s both in person and remotely

• Availability to work nights and weekends
• Proficient in communicating with all levels of management.
• Effective leadership skills
• High attention to detail and follow through
• Exceptional oral and written communication skills

• Able to establish and maintain 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 familiarity with internet use and search functionality to find information

• Advanced knowledge of the customer service industry, 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 , Slack, and Zoom

A dditional Considerations (Pluses)

• Project management experience
• Fluency in non-English languages and / or experience managing multi-language teams
• Knowledge of and passion for Blizzard Entertainment games
• Experience working with global or multi-regional teams