ZeniMax Jobs

Customer Support Supervisor

Division: ZeniMax Online Studios | Department: Customer Support | Location: Hunt Valley , MD, US

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

How to Apply

To apply for this position you will be redirected to the job submission form at Taleo.com, our third-party applicant tracking system. While Taleo.com is not hosted by ZeniMax Media and does not fall under our Privacy Policy, only employees of our Human Resources department will be able to view your submitted information. Information collected via the job submission form is subject to Taleo.com’s privacy policy.

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