Back to search.Blizzard Entertainment Europe - Multilingual Team Manager, In-Game Services
| Employment Type: | Permanent |
| Location: | Cork - South-West, Ireland |
| Salary: | Excellent |
| Languages: | German, Russian, Spanish |
Advertiser Details
- Name:Blizzard Entertainment Europe
- Posted:28-03-2010
- Code:TLJBE02
Team Manager, In-Game Services
The team manager, in-game services is responsible for leading a team consisting of support and senior representatives. The team manager leads the team through coaching performance, attendance, career pathing, and conflict resolution. Team managers 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.
Job location: Cork, Ireland
Responsibilities
• Lead, motivate and coach direct reports and subordinates.
• Complete bi-weekly timecards for all direct reports.
• Provide regular employee feedback, both formally and informally.
• Direct seniors in providing coaching within the team.
• Manages operational expenses.
• Manage team performance in customer satisfaction as measured by survey results to meet or exceed departmental goals.
• Manage team workload and efficiency to meet or exceed departmental goals.
• Maintain open communication with all personnel by being available during business hours.
• Resolve personnel issues in a professional and timely manner.
• Manage employee time off requests.
• Create and administer annual performance appraisals for each direct report based on ongoing feedback results.
• Identify employee training needs and supports development of training programs.
• Identify new or emerging customer needs based on player and employee feedback.
• Assist in developing, tracking, and reporting key performance measurements for the in-game 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 in-game service management to identify and develop departmental procedures and standards and ensures compliance.
• Provide clear documentation on the method and outcome of all coaching efforts and disciplinary actions for each member of a team.
• Manage positive trending on the performance and quality measure for a team.
• Ensure service level agreements on customer escalations are met.
• Maintain average of 50% of work time spent on team auditing and coaching.
• Complete special projects as assigned.
Requirements
• At least six years experience handling customers within service/technical fields
• Ability to identify and grow talent
• Proven ability to establish effective teams
• High level of integrity as demonstrated personally and professionally
• Proven ability to coach in one-on-one and team settings
• Able to adapt quickly to changes in workflow
• Proficient in conflict management
• Outstanding customer service skills
• Excellent written and verbal communication skills
• Comfort communicating with all levels of management
• Excellent organizational skills and detail-oriented approach to problem solving
• Maintain a professional and personable demeanor at all times
• Demonstrated proficiency in multi-tasking and prioritization
• Clearly demonstrated passion for ensuring the success of Blizzard Entertainment
• Flexibility to work rotating shifts
Pluses
• Previous personnel management experience
• Familiarity with project management
• Moderate understanding of business process improvement methods (Lean, Six Sigma)
• Experience training in a classroom environment
• Understanding of departmental policies and procedures
• Knowledge of and experience with Blizzard Entertainment games
The team manager, in-game services is responsible for leading a team consisting of support and senior representatives. The team manager leads the team through coaching performance, attendance, career pathing, and conflict resolution. Team managers 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.
Job location: Cork, Ireland
Responsibilities
• Lead, motivate and coach direct reports and subordinates.
• Complete bi-weekly timecards for all direct reports.
• Provide regular employee feedback, both formally and informally.
• Direct seniors in providing coaching within the team.
• Manages operational expenses.
• Manage team performance in customer satisfaction as measured by survey results to meet or exceed departmental goals.
• Manage team workload and efficiency to meet or exceed departmental goals.
• Maintain open communication with all personnel by being available during business hours.
• Resolve personnel issues in a professional and timely manner.
• Manage employee time off requests.
• Create and administer annual performance appraisals for each direct report based on ongoing feedback results.
• Identify employee training needs and supports development of training programs.
• Identify new or emerging customer needs based on player and employee feedback.
• Assist in developing, tracking, and reporting key performance measurements for the in-game 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 in-game service management to identify and develop departmental procedures and standards and ensures compliance.
• Provide clear documentation on the method and outcome of all coaching efforts and disciplinary actions for each member of a team.
• Manage positive trending on the performance and quality measure for a team.
• Ensure service level agreements on customer escalations are met.
• Maintain average of 50% of work time spent on team auditing and coaching.
• Complete special projects as assigned.
Requirements
• At least six years experience handling customers within service/technical fields
• Ability to identify and grow talent
• Proven ability to establish effective teams
• High level of integrity as demonstrated personally and professionally
• Proven ability to coach in one-on-one and team settings
• Able to adapt quickly to changes in workflow
• Proficient in conflict management
• Outstanding customer service skills
• Excellent written and verbal communication skills
• Comfort communicating with all levels of management
• Excellent organizational skills and detail-oriented approach to problem solving
• Maintain a professional and personable demeanor at all times
• Demonstrated proficiency in multi-tasking and prioritization
• Clearly demonstrated passion for ensuring the success of Blizzard Entertainment
• Flexibility to work rotating shifts
Pluses
• Previous personnel management experience
• Familiarity with project management
• Moderate understanding of business process improvement methods (Lean, Six Sigma)
• Experience training in a classroom environment
• Understanding of departmental policies and procedures
• Knowledge of and experience with Blizzard Entertainment games
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