Operations Specialist, Player Support

Job Description

Your Platform

Your Mission

Activision is looking for a full-time Operations Specialist to join our Player Support team.
We're looking for someone driven and creative to help coordinate and support great customer experiences. The Operations Specialist will provide partner support with training and quality along with instructions to our Player Support Team to meet our end-user queries across internal and outsourced multilingual channels, including but not limited to social, community, VIP, and mobile. This role will also be expected to assist with the maintenance and documentation of operational processes.

Priorities can often change in a fast-paced environment like ours, so this role includes, but is not limited to, the following responsibilities:
• Partner with Operations Manager to support contact center staff, all supported channels, and languages for internal team and outsoured vendor.
• Continually identify areas for improvement by maintaining and facilitating the documented quality calibration process for adherence.
• Effectively communicate areas of opportunity and collaborate with internal teams and external vendors to develop and implement improvements and efficiency across all channels and supported languages (i.e Escalation processes).
• Assist with development of in-game moderation teams to drive a safe playing environment for Activision's player communities.
• Partner with training and Vendor Relations Coordinator to ensure internal and outsourced agents are prepared to support players. This includes but is not limited to the following: system account creation and configuration, supply applicable product and process documentation, game codes, assessment and protocol tracking, etc.
• Assist with creating, developing, and evaluating support services and strategies in conjunction with Player Support leadership. This will include strategic sourcing initiatives and analysis.
• Attend and contribute to weekly and monthly meetings with internal and external teams.
• Support Operations Manager with agent and queue administration and real-time data to maintain productivity and SLA's. Help to define and generate recurring ad-hoc reports to demonstrate positive and negative trends.
• Handle or delegate escalated consumer inquiries as needed or required.
• Participate in special projects as assigned or required.
• 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.

Player Profile

Minimum Requirements:
• 5+ years of experience in a customer service, contact center environment with 2+ years in a lead/supervisor role.
• Hands on experience with contact center processes, tools, multilingual support and vendors.
• Innovative and passionate about delivering the best user experiences possible.
• Experience and interest in project and process coordination.
• Must be experienced and comfortable working in a fast-paced entrepreneurial environment dealing with change.
• Excellent written and verbal communication skills
• Knowledge of video games
• Ability to travel nationally and internationally as required

Experience Required:

5+ years of experience in a customer service, contact center environment with 2+ years in a lead/supervisor role.

Responsibilities:

Reporting To: Operations Manager. The Operations Specialist will provide partner support with training and quality along with instructions to our Player Support Team to meet our end-user queries across internal and outsourced multilingual channels, including but not limited to social, community, VIP, and mobile. This role will also be expected to assist with the maintenance and documentation of operational processes. Partner with Operations Manager to support contact center staff, all supported channels, and languages for internal team and outsoured vendor. Continually identify areas for improvement by maintaining and facilitating the documented quality calibration process for adherence. Effectively communicate areas of opportunity and collaborate with internal teams and external vendors to develop and implement improvements and efficiency across all channels and supported languages (i.e Escalation processes). Assist with development of in-game moderation teams to drive a safe playing environment for Activision's player communities. Partner with training and Vendor Relations Coordinator to ensure internal and outsourced agents are prepared to support players. This includes but is not limited to the following: system account creation and configuration, supply applicable product and process documentation, game codes, assessment and protocol tracking, etc. Assist with creating, developing, and evaluating support services and strategies in conjunction with Player Support leadership. Attend and contribute to weekly and monthly meetings with internal and external teams. Support Operations Manager with agent and queue administration and real-time data to maintain productivity and SLA's. Help to define and generate recurring ad-hoc reports to demonstrate positive and negative trends. Handle or delegate escalated consumer inquiries as needed or required. Participate in special projects as assigned or required.

Skills:

moderation, leadership, sla, innovative, support services, documentation, verbal communication skills, process documentation, partner support, mobile., contact center, customer service, operational, vendor relations, facilitating, training, Solutions Specialist Manager, Customer Engineer Team Lead, Transmission Specialist, Applications Management Engineer, Technical Communications Specialist, System Operation Specialist, Senior Software Specialist, Senior Technical Associate, Production Support Technician, Founding Engineer

Jobcode: Reference SBJ-r18bbv-3-141-3-178-42 in your application.