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The Lead Live Operations Specialist is responsible for leading the development and operational execution of the Live Operations team and plays a supporting role in the application of the strategy and objectives of the Live Operations Manager. Additionally, they coordinate the Global Live Operations of Customer Service Delivery.

Responsibilities:

Customer Contacts Queue Management

  • Facilitate the achievement of department key performance indicators through real time queue management

  • Anticipate and identify changes in contact volumes to design and implement mitigation strategies

Data Analysis

  • Conduct data analysis to identify trends and generate actionable insights to make recommendations to achieve Customer Service key performance indicators

  • Assess impact of business events and strategies and present clear articulation of analysis to support decision making for senior management

Project Management

  • Manage the delivery of department projects through the full project lifecycle, from initiation through to implementation

Requirements:

  • A demonstrated ability in live operations or leadership in customer service contact center environment

  • Excellent interpersonal and problem-solving skills

  • Excellent adaptability to change

  • Strong communication skills, particularly cross-departmental

  • Able to lead meetings for multiple levels of management

  • Excellent spoken and written English communication skills

  • Excellent attendance and reliability

Pluses:

  • Experience in Workforce Management role directly working on Real-Time, Scheduling, Forecasting, and Reporting

  • Proficiency in Microsoft Office, JIRA, Confluence

  • Knowledge of, or experience in programming (WPF, SQL, MySQL, PHP)

  • Experience in various project management methodologies (SCRUM/Agile)

  • Experience working with global or multi-regional teams

  • Knowledge of, and passion for, Blizzard game titles