Player Support Analyst

Job Description

YOUR PLATFORM

YOUR MISSION

As a Player Support Data Analyst, you will work closely to identify and eliminate player pain points surfaced on support channels. You have the appetite to gain a full understanding of Activision, along with the inner workings of the Player Support organization. You have a passion for numbers, data visualization and turning massive amounts of data into digestible and actionable content. You are a collaborative problem-solver who will work closely with members of Player Support to provide continuous feedback to drive optimization.

RESPONSIBILITIES

Priorities can often change in a fast-paced environment like ours, so this role includes, but not limited to, the following responsibilities:

Data Analysis & Visualization
• Design, evaluate and monitor key contact center KPIs across our multi-channel environment and understand root causes of changes in metrics
• Support business decisions through the preparation of timely and accurate analysis of large data sets with specific focus on improving the customer experience and maximizing operational efficiencies.
• Reconcile weekly/monthly performance against key metrics, identifying areas of opportunity to improve performance
• Collaborate and work cross functionally with operations peers to solve problems that span the breadth of our players' journeys and satisfaction
• Support incoming business requests, compile root cause analyses, and solve common issues at the source
• Create meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making
• Researches and analyzes diversified data to draw valid conclusions

PLAYER PROFILE

Minimum Requirements
• 4+ years hands-on experience as a data analyst in a high volume, multi-channel support environment. Entertainment, technology or BPO environments are preferred.
• Demonstrated practical experience of analyzing and identifying opportunities to drive improvements to our global processes, guidelines, and methods around how we respond to player tickets and interactions using a combination of qualitative information
• Bachelor's Degree or extensive meaningful work experience
• Ability to synthesize qualitative and quantitative information into powerful actionable insights and plans
• Collaborative team player with exceptional analytical, presentation and interpersonal skills
• Expert in being able to derive the narrative from the data and communicate convincing stories, driving positive change for our players
• Must be highly organized and able to deal with a high volume of data
• Ability to work proactively and independently as well as with a team in a fast-paced, high growth environment
• Intermediate or advanced excel knowledge and data visualization software

Jobcode: Reference SBJ-rb76mx-3-137-180-32-42 in your application.