The Supervisor leads a diverse team of customer support representatives through performance coaching, career pathing and conflict resolution for the customer service department. This position will maintain an influential relationship with all members of their team by integrating feedback and exemplifying Blizzard Entertainment's culture of excellence and commitment to quality. The Supervisor will raise their team’s business awareness, productivity, and any other key performance indicators to increase overall performance of the team.
Lead, motivate, and coach direct reports.
Provide regular employee performance reviews, both formally and informally.
Responsible for time and attendance management/reporting of direct reports.
Resolve employee relations issues in a professional and timely manner.
Provide clear documentation on the method and outcome of all coaching efforts and disciplinary actions for each member of a team.
Identify employee training needs and support the development of training programs.
Manage team performance in all defined KPIs and expectations to meet or exceed departmental goals.
Identify new or emerging customer needs to be based on player and employee feedback.
Assist in developing, tracking, and reporting key performance measurements for the customer service department.
Develop and implement processes and procedures to improve quality and efficiency.
Maintain consistency and alignment with peers, both regionally and globally.
Work with customer service management to identify and develop departmental procedures and standards and ensures compliance.
Build and maintain a passionate, collaborative, respectful and safe work environment for all direct reports.
Take ownership of team escalations and leverage available resources to provide accurate and effective resolutions.
Proven ability to identify and grow talent
Proven ability to coach and mentor individuals and groups
High level of integrity and demeanor as demonstrated personally and professionally
Able to adapt quickly to changes in workflow
Proficient in conflict management
Fluent in English/Chinese written and verbal communications skills.
Confident and competent in communicating effectively with all levels of management across all functions.
Excellent organizational skills and a detail-oriented approach to problem-solving
Demonstrated proficiency in multi-tasking and prioritization
Proficiency with Microsoft Office or equivalent tools
Passion for gaming and in-depth knowledge of Blizzard Entertainment games
Proven track record of outstanding customer service skills
Proficient in CS policy and tools.