Your Platform
Founded in 1979, Activision has continuously disrupted the world of entertainment as a leader in the videogame industry. With a history of delivering iconic game changers -- like Pitfall®, Tony Hawk®, Guitar Hero®, Crash Bandicoot™, Skylanders™ and Call of Duty® -- our obsession is delighting our players around the globe. Focused and committed to innovation, we consistently deliver the most beloved, engaging and successful entertainment.
And while we have world-class franchises, infrastructure and resources, our success comes from a passionate, talented and diverse team of people producing greatness together. So, if you’re interested in our biggest priority, it’s our people.
We’re currently driving the next era for our company and community by creating amazing experiences for fans and continuing to make Activision an inclusive place where everyone can thrive.
Join us, make history.
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
Our World
Activision Blizzard, Inc. (NASDAQ: ATVI), is one of the world's largest and most successful interactive entertainment companies and is at the intersection of media, technology and entertainment. We are home to some of the most beloved entertainment franchises including Call of Duty®, World of Warcraft®, Overwatch®, Diablo®, Candy Crush™ and Bubble Witch™. Our combined entertainment network delights hundreds of millions of monthly active users in 196 countries, making us the largest gaming network on the planet!
Our ability to build immersive and innovate worlds is only enhanced by diverse teams working in an inclusive environment. We aspire to have a culture where everyone can thrive in order to connect and engage the world through epic entertainment. We provide a suite of benefits that promote physical, emotional and financial well-being for ‘Every World’ - we’ve got our employees covered!
The videogame industry and therefore our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business and relationships with industry partners.
Activision 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.
