ZeniMax Jobs


Customer Support Supervisor

Location: ZeniMax Online Studios
Job Code: 2254
# of openings: 1

Description

ZeniMax Online Studios is looking for experienced and inspirational Customer Support Supervisor for our global Customer Support Team. This is a full-time position at our offices in Hunt Valley, MD and as such all candidates should already be eligible to work within the US. We offer a fun, exciting and challenging environment in one of the most energizing organizations in the MMO space.

 

Responsibilities:

  • Lead, coach and motivate a team of Customer Support Agents to deliver outstanding customer service experiences
  • Stand accountable for your team’s performance against department KPIs and continuously review and improve the quality of service delivered by your team.
  • Manage expectations and individual development plans and provide regular updates on your team’s talent development
  • Respond to escalations of highly complex, sensitive and/or customer well-being related nature in a professional and timely manner
  • Ensure that your team understand operational KPIs and their individual targets
  • Manage your team’s performance to meet or exceed department SLAs and other departmental goals
  • Coach and develop Customer Support Representatives to deliver qualitative and quantitative targets
  • Ensure Customer Support Representatives are empowered with the knowledge and skills or coached to deliver first time resolution with all contacts
  • Practice leadership by example especially in regards to open, honest communication, dedication to provide excellent high-quality customer service, self-motivation and team work
  • Coordinate employees time off requests as well as overall team attendance and adherence
  • Work with CS Management to coordinate accurate and complete documentation regarding any coaching efforts for all team members
  • Build and maintain a strong knowledge of Customer Support’s processes and work instructions
  • Perform other duties as assigned by supervisor

 

Requirements:

  • Possess superior troubleshooting skills
  • Are able to work flexible shifts as required in a 24/7/365 environment including nights, weekends, and rotating holidays
  • Have a proven track record of building highly efficient customer service teams
  • Are enthusiastic about providing outstanding customer service and ability to maintain a positive and professional attitude in all interactions
  • Have a working knowledge of Microsoft Office applications, particularly Outlook, Excel and Word
  • Have a minimum of 4 years of customer service and 2 years of CS management / leadership experience in a contact center environment
  • Are detail oriented with excellent organizational skills
  • Have excellent written and verbal communication skill in English
  • Have a passion for PC / video games

 

Desired Skills

  • Fluency in additional languages, spoken or written




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