Customer Services Lead Live Operations Specialist

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Job Description:

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