Blizzard Internships – Team Manager Customer Service

Job 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.

Job Responsibilities:

• Audit timecards for missed or inaccurate time punches.
• Act as a Change Agent in promoting department initiatives and innovation.
• Maintain consistency and alignment with peers, both regionally and globally
• Manage teams key performance indicators to meet or exceed department goals.
• Provide regular employee feedback.
• Identify employee training needs and direct seniors in providing coaching.
• Keep up to date with policies and processes to assist team
• Implement performance management and employee development through auditing, coaching, and mentoring.
• Lead, motivate and coach direct reports.
• Maintain the Blizzard Entertainment culture and quality of the customer experience.
• Monitor team’s adherence to company policy.
• Foster a cooperative, enjoyable, and positive work environment

Job Requirements:

• Excellent organizational skills and detail-oriented approach to problem solving.
• Advanced interpersonal skills
• Expert understanding of CS policies and procedures.
• Proven ability to coach and mentor individuals and groups.
• Expert familiarity with each of Blizzard’s CS departments, their roles, and key contacts.
• Effective leadership skills
• Effective knowledge of customer service queue management
• Proficient in communicating with all levels of management.
• Expert familiarity with internet use and search functionality to find information.
• Effective attention to detail
• Able to establish effective teams through motivation and talent management.
• Proficient in conflict management.
• Advanced knowledge of customer service systems and methodologies
• Availability to work any shift and flexibility to change shifts frequently to meet the needs of the department.
• Advanced oral and written communication skills
• Proficient in multi-tasking and prioritization.
• Knowledge of and passion for Blizzard Entertainment games

Qualification & Experience:

• 3+ years of experience managing staff in a multi-shift call center environment.
• A minimum of 6 years’ experience handling customer inquiries within a service or technical field
• Bachelor’s degree in business or a related field from an accredited college or university (or equivalent work experience).
• Fluency in additional languages and / or experience managing multi-language teams
• Project management experience.
• Intermediate to expert proficiency with Microsoft Word, Excel and PowerPoint.

Job Details:

Company: Blizzard

Vacancy Type: Full Time

Job Location: Austin, TX, US

Application Deadline: N/A

Apply Here

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