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Customer Services Lead Live Operations Specialist

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Blizzard Entertainment

29d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
  • Cork

AI generated summary

  • You need experience in live operations or contact center leadership, strong problem-solving and communication skills, adaptability to change, and excellent attendance and reliability.
  • You will manage customer contact queues, analyze data for trends, implement strategies, and oversee projects from initiation to implementation to meet key performance indicators.

Requirements

  • A demonstrated ability in live operations or leadership in customer service contact center environment
  • Excellent interpersonal and problem-solving skills
  • Excellent adaptability to change
  • Strong communication skills, particularly cross-departmental
  • Able to lead meetings for multiple levels of management
  • Excellent spoken and written English communication skills
  • Excellent attendance and reliability

Responsibilities

  • Customer Contacts Queue Management
  • Facilitate the achievement of department key performance indicators through real time queue management
  • Anticipate and identify changes in contact volumes to design and implement mitigation strategies
  • Data Analysis
  • Conduct data analysis to identify trends and generate actionable insights to make recommendations to achieve Customer Service key performance indicators
  • Assess impact of business events and strategies and present clear articulation of analysis to support decision making for senior management
  • Project Management
  • Manage the delivery of department projects through the full project lifecycle, from initiation through to implementation

FAQs

What is the primary responsibility of the Customer Services Lead Live Operations Specialist?

The primary responsibility is to lead the development and operational execution of the Live Operations team while coordinating the Global Live Operations of Customer Service Delivery.

What types of skills are required for this position?

Required skills include demonstrated ability in live operations or leadership in a customer service contact center, excellent interpersonal and problem-solving skills, adaptability to change, and strong communication skills.

Are there any specific software proficiencies needed for this role?

Yes, proficiency in Microsoft Office, JIRA, and Confluence is preferred.

What project management methodologies are beneficial for this role?

Experience in various project management methodologies, particularly SCRUM and Agile, is beneficial.

Is experience in programming languages considered a plus for this position?

Yes, knowledge of or experience in programming languages such as WPF, SQL, MySQL, and PHP is considered a plus.

What is expected in terms of data analysis for this role?

The role requires conducting data analysis to identify trends, generate actionable insights, and assess the impact of business events to support decision-making for senior management.

What kind of experience is preferred in customer service management?

A demonstrated ability in live operations or leadership experience in a customer service contact center environment is preferred.

Is knowledge of Blizzard game titles important for this job?

Yes, a knowledge of and passion for Blizzard game titles is a plus for this position.

What kind of meeting facilitation is expected from the Lead Live Operations Specialist?

The Specialist should be able to lead meetings for multiple levels of management.

Does this position require excellent attendance and reliability?

Yes, excellent attendance and reliability are required for this position.

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Blizzard Entertainment

Dedicated to creating the most epic entertainment experiences...ever.

Entertainment & Media
Industry
1001-5000
Employees

Mission & Purpose

Blizzard Entertainment is a premier developer and publisher of entertainment software. After establishing the Blizzard Entertainment label in 1994, the company quickly became one of the most popular and well-respected makers of computer games. By focusing on creating well-designed, highly enjoyable entertainment experiences, Blizzard Entertainment has maintained an unparalleled reputation for quality since its inception. At Blizzard Entertainment, we pour our hearts and souls into everything we create. Best known for iconic video game universes including Warcraft, Overwatch, Diablo, and StarCraft, we’ve been creating genre-defining games for millions of players around the world for more than 30 years. We’re on a quest: bring our dreams to life and craft the most epic entertainment experiences…ever. Hard work, iteration and polish go into the Blizzard “secret recipe,” but the most important ingredients come from talented people who share our vision. If that sounds like you, join us. Blizzard Entertainment is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

Culture & Values

  • Gameplay First

    Everything we do at Blizzard Entertainment is based on the success of the gaming experiences we provide our players. The goal of each discipline within the company -- be it art, programming or customer support -- is to make our games as fun as possible for as many people as we can reach.

  • Commit to Quality

    “Blizzard polish” doesn’t just refer to our gameplay experiences, but to every aspect of our jobs. We approach each task carefully and seriously. We seek honest feedback and use it to improve the quality of our work. At the end of the day, most players won’t remember whether the game was late -- only whether it was great.

  • Play Nice; Play Fair

    In our business first impressions are important -- but lasting impressions are everything. We strive to maintain a high level of respect and integrity in all interactions with our players, colleagues, and business partners. The conduct of each Blizzard Entertainment employee, whether online or offline, can reflect on the entire company.

  • Embrace Your Inner Geek

    Everyone here is a geek at heart. Cutting-edge technology, comic books, science fiction, top-end video cards, action figures with the kung-fu grip…. Whatever it is they’re passionate about, it matters that each employee embraces it! Their unique enthusiasm helps to shape the fun, creative culture that is Blizzard Entertainment.

  • Every Voice Matters

    Great ideas can come from anywhere. Blizzard Entertainment is what it is today because of the voices of our players and of each member of the company. Every employee is encouraged to speak up, listen, be respectful of other opinions, and embrace criticism as just another avenue for great ideas.

  • Learn & Grow

    The games industry is ever-changing. Technology improves, techniques change, and design philosophies become outdated. Since the founding of Blizzard Entertainment, we’ve worked to improve through experience, teaching one another and cultivating the desire to be the best at what we do. We see this as an individual responsibility as well as a company one. Employees can count on their peers, managers, and the company itself to be supportive and help them gain the knowledge and training they need.

  • Think Globally

    Everywhere on the planet there are people who play Blizzard Entertainment games. While respecting the cultural diversity that makes people unique, we strive to grow and support our global gaming community. We also seek the most passionate, talented people in the world to enrich our company and help us forge the future vision of Blizzard Entertainment.

  • Lead Responsibly

    Our products and practices can affect not only our employees and players -- but the industry at large. As one of the world’s leading game companies, we’re committed to making ethical decisions, always keeping our players in mind, and setting a strong example of professionalism and excellence at all times.