Player Support Team Lead - Activision

Job Title:

Player Support Team Lead - Activision

Requisition ID:

R025003

Job Description:

Founded in 1979, Activision has continuously redefined 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. To learn more, check us out at www.activision.com, www.activisiongamesblog.com or @Activision on Instagram, Twitter, Facebook, and LinkedIn.

Your Mission:

The Team Lead, Player Support will directly supervise the Player Support Executive Escalations team and assist them in providing senior-level support to lower-tier agents while assisting with complex customer inquiries. The duties also include input/guidance related to agent performance, training, and procedures. The ideal candidate is motivated and dedicated to exceeding all expectations and standards. This individual will inspire the team to achieve individual and overall service level targets and collaborate with key partners across the organization to ensure compliance with processes and policies.

Roles and Responsibilities:

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

• Liaise with Activision’s Legal and Security teams to resolve sensitive customer concerns (i.e. Attorney General), self-harm, and physical security threats
• Ensure timely and quality resolution to Better Business Bureau Complaints and all executive escalations
• Personally handle escalated cases when needed or required
• Monitor queues real-time, add/edit/remove agent profiles and queue assignments
• Meet regularly with Tier 3 agents to review productivity and feedback. Ensure service level metrics along with quantity and quality of work are met (i.e. AHT, daily handled cases, CSAT, etc.)
• Perform annual and mid-year performance appraisals for all direct/assigned staff.
• Serve as subject matter expert (SME) for all titles and business strategies.
• Manage or participate in special projects as assigned or required.
• Maintain security and confidentiality of Activision internal information and customer/account information

Player Profile:

Minimum Requirements:

• 4+ years’ experience in a customer service or technical support role involving social and/or live help channels (email, SMS, chat, voice) preferably in software or consumer electronics businesses
• 2+ years’ experience managing or supervising contact center employees in operational or quality-focused roles
• Hands on experience with contact center processes, tools, multilingual support and vendors.
• Innovative and passionate about delivering the best user experiences possible.
• Home (wired/wireless) network troubleshooting skills
• Avid gamer with knowledge of and/or passion for first person shooters
• PC/Console hardware/software knowledge

Preferred Qualifications:

• Work well with ambiguity, when needed
• Strong organizational and analytical skills
• Experience working with customer loyalty programs and high-profile customers
• Comfortable working in a fast-paced environment
• Available to work days, nights, and weekends
• Excellent written and verbal communication skills
• Knowledge of Salesforce, knowledge of and passion for Activision games.

We love hearing from anyone who is enthusiastic about changing the games industry. Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.

We are committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are a disabled individual requiring an accommodation to apply for an open position, please email your request to accommodati