Supervisor, Support Operations Tier 3
QA/CS - El Segundo, CA

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Supervisor, Support Operations Tier 3 Supervisor for team of Service Operations Specialists (Tier 3)

Purpose of Job

To lead a team of Service Operations Specialists (Tier 3) chartered with:
· the execution of the Emerging Issue and Incident Management process, our core (operational) escalation process within Customer Service (CS) towards Studios, 1 st Parties and Territories.
· the day-to-day support to our vendors and internal and external customers on process, technical and game related issues when they have exhausted all of their possibilities to resolve the issue in close cooperation with the Player Advocacy Program Manager (PAPM)
Responsibilities and Tasks · Ensure all escalations from ATVI Executive Team, PR, Legal, Studios, Investor Relations and our contracted support partners are captured, assigned and appropriately responded to within agreed TAT. Coordination with the PAPM and key internal stakeholders must be considered to ensure appropriate decisions are being made and correct responses are being provided.
· The team handles a wide range of complex problems, including the company´s most serious, sensitive and visible customer (satisfaction) issues. In cooperation with the PAPM the support operations supervisor is responsible for developing creative solutions to ensure customer recovery and retention.
· Ensure Tier 3 team knowledge, experience and skill are recognized throughout ATVI and CS. Ensure coverage and availability at all times during communicated working hours of the team. o
In coop with PAPM ensure ES team is informed and trained in a timely manner on new releases, and on new information on current releases. o
In coop with PAPM ensure ES team is informed and trained in a timely manner on new and existing processes and procedures. o
In coop with PAPM ensure ES team is adequately equipped. This includes game manuals, new releases, lab setup, etc.
· Coordinate scheduled interactions and case reviews with contracted support partners and defined internal stakeholders inside and outside CS. Ensure appropriate follow-up.
· Managing time cards and attendance are part of this role as much as providing regular performance feedback and formal annual and/or semi-annual performance evaluations
· Continually identify areas for improvement and take appropriate action. Perform regular monitoring and calibration sessions to ensure quality performance. Define and generate recurring and ad hoc reports to this purpose. Share findings for input on future releases.
· Ensure Weekly and Monthly dashboards with relevant information are created, up-dated and distributed.
· Manage or participate in special projects as assigned.
· Understand and follow company rules and regulations.
The job holder should be able to travel to attend meetings in each geographic location when needed. Seasonal activity is a given aspect of our business and the job holder is expected to perform under a certain level of pressure during these times.
Education, Experience and Qualifications · Bachelor’s degree or equivalent.
· Five years of relevant working experience in a customer service environment and familiar with its escalation processes and tools, preferably in a leadership / supervisory capacity
· Excellent customer service and problem solving skills
· Extensive knowledge of ATVI products, policies, procedures, business systems, and functional groups.
· The ability to communicate effectively and interact cross-functionally with multiple levels of management.
· Decisive, team worker, assertive, inquisitive, learning mentality, …
· Excellent verbal and written communication skills
· Must be experienced and comfortable working in a fast-paced entrepreneurial environment dealing with change
· Experience and interest in project and process management
Job Customer Support
Primary Location United States-California-El Segundo

Organization QA/CS