Team Manager, Customer Service

Blizzard Entertainment
Austin Texas 78717 United States of America
8 days ago

Team Name:

Job Title:

Team Manager, Customer Service

Requisition ID:


Job Description:

Position Overview

The Team Manager l eads a team of Customer Service support representatives who support all games and services present on the 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


  • 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
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