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Job Summary
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Blizzard Entertainment Taiwan is looking for an Assistant Manager in our Customer Service department. This person will be responsible for leading and developing Customer Support while balancing customer, financial and company needs to provide exceptional service. The Assistant Manager drives consistency both regionally and globally utilizing employee coaching, metrics analysis, focus groups, team meetings and calibration processes. Support Managers foster an influential relationship with all members by integrating feedback and exemplifying Blizzard’s culture of excellence and commitment to quality.
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· Manages team performance in customer satisfaction as measured by survey results to meet or exceed departmental goals and defines emerging customer needs based on player and employee feedback
· Oversees management of in-game and e-mail support queues
· Manages integrity of customer experience by defining and coaching exemplary customer handling
· Coordinates globally with other department managers to ensure transparency of information related to customer issues, policy changes, and service goals
· Provides regular Supervisor feedback, both formally and informally, and directs Supervisors in providing coaching to their direct reports
· Coordinates completion of bi-weekly payroll for department and manages time off requests
· Manages recruiting, interviewing and hiring practices to maintain appropriate staffing levels
· Assists with headcount forecast, budget, and travel requirements and manages operational expenses
· Provides both tactical and strategic direction to customer service management teams
· Responsible for maintaining the Blizzard culture and caliber of customer experience
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Requirements
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· Proven ability to positively impact performance of employees through performance management and coaching
· Proficient in conflict management
· Excellent written and verbal communication skills
· Comfortable with communicating with all levels of management
· Excellent organizational skills and detail-oriented approach to problem solving
· High level of integrity as demonstrated personally and professionally
· Clearly demonstrated passion for ensuring the success of Blizzard and its employees
· Flexibility to change work hours based on business requirements
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· Proficient working knowledge Microsoft Windows and Microsoft Office
· Experienced in project management to innovate, develop, and implement processes on a global scale
· Experience in dealing with call or contact center budgeting including cost center structure and economy of scale
· Fluent in English and Mandarin Chinese
· Five years experience handling customers within a ticket or call center environment
· Minimum three years experience in a supervisory or management role
· Understand Blizzard products and games
· Capable of limited international travel
Pluses
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· Bachelors Degree
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