Assistant Manager, In-Game Support

Blizzard Entertainment is looking for an experienced customer service professional to serve as our assistant manager of in-game support. The ideal candidate has outstanding motivational and leadership skills and proven experience in customer service. Additionally, this person should have proven experience managing customer service professionals and operations knowledge. The ability to work effectively with others and commitment to teamwork is a must for this position.

Applicants must be able to work full-time at our customer service center in Irvine, California.

Responsibilities

• Supervise the performance and development of a team of game masters, senior game masters, and lead game masters.
• Conduct monthly one-on-ones with each direct report to review productivity levels and quality control reviews, and to ensure policy and procedure understanding and compliance.
• Conduct annual performance appraisals for each direct report.
• Ensure that support staff are on task and that customer needs are being met.
• Ensure proper coverage on the queues.
• Contribute to the establishment of achievable goals to effectively increase the technical, communication, and customer service skills of the game masters.
• Ensure high-quality support for all customer inquiries through email and in-game support tools.
• Provide support and training for newer employees.
• Work closely with lead game masters and senior game masters to ensure the smooth and efficient operation of the department.
• Maintain open communication with all personnel by being available during business hours.
• Work with the management team to resolve personnel issues in a professional and timely manner.
• Approve/deny and process employee time off requests.
• Complete bi-weekly payroll for all direct reports.
• Work with the in-game support manager to identify and develop departmental procedures and standards and ensure compliance.
• Develop and initiate policies and procedures designed to maximize customer satisfaction and departmental efficiencies.
• Coordinate with other department managers to ensure that adequate information related to customer issues, policy changes, etc., is available to all support groups.
• Provide leadership for the game master support teams when the manager is not available.
• Complete special projects as assigned by management.

Requirements

• Outstanding motivational and leadership skills
• Outstanding customer service skills
• Outstanding oral and written communication skills
• Ability to work effectively with others
• Outstanding analytical and deductive reasoning skills
• Outstanding organizational skills
• 3+ years experience in customer service role
• Commitment to teamwork
• Ability to work with minimal supervision
• Proven ability to follow through and complete assigned tasks
• Proficient working knowledge of Microsoft Windows and Microsoft Office

Please send resume, cover letter, and salary history to resumes@blizzard.com.

No follow-up calls or emails, please. This is a full-time position in Irvine, California; part-time positions are not available at this time.

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