Blizzard Entertainment hiring

slade_x

didnt even know they had offices in ireland

http://eu.blizzard.com/en-gb/company/careers/directory.html#region=Europe;city=Cork (follow link for complete listings and all info regarding positions under their respective headings)

Customer Service - In-Game Services

Customer Service Representative - French
Customer Service Representative - German
Customer Service Representative - Russian
Director, Customer Service -- Ireland
Team Manager
Team Manager, German
Team Manager, Spanish

Human Resources

Recruitment Coordinator
Senior Human Resources Generalist

Public Relations

Associate Manager, Internal Communications
Internal Events Coordinator

1 listing of 11 available apparently eg:

apply online:
http://eu.blizzard.com/en-gb/company/careers/posting.html?id=110000E

Director, Customer Service -- Ireland
Customer Service - In-Game Services
Office: Cork, Munster, Ireland


Blizzard Entertainment seeks a proven customer service leader to be the site director for Blizzard Entertainment's European customer service operation in Cork, Ireland. This individual will lead a staff of approximately 1,000 people supporting our players in 7 languages; provide leadership and development of world-class support teams while balancing customer, financial, employee, and company needs. This person will be responsible for maintaining consistency both regionally throughout Europe and globally through employee coaching, metrics analysis, focus groups, team meetings, and calibration processes. The customer service site director will foster an influential relationship with all personnel by integrating feedback and exemplifying Blizzard Entertainment's culture of excellence and commitment to quality. This position reports to the regional director of customer service, Europe.





Responsibilities

• Direct staff in a way which maximizes the center's results regarding Blizzard Entertainment's KPIs; service level, response time, first contact resolution, player satisfaction, etc.
• Manage personnel and material resources of the customer contact center.
• Maintain focus on ensuring Blizzard Entertainment's Cork center is a great place to work, where employees at all levels are supported, recognized and rewarded for the correct reasons, and stimulated to learn and grow in their abilities to perform their various jobs.
• Manage and direct multi-level talent assessment and career development.
• Clearly communicate strategy and KPI's to the site teams, at all levels in accordance with global customer service goals.
• Staff team according to forecast.
• Manage operational expenses to meet budget requirements.
• Define emerging customer needs based on player and employee feedback to ensure customer satisfaction.
• Ensure documentation of the method and outcome of all coaching efforts and disciplinary actions for each team member.
• Ensure customer satisfaction by taking ownership of escalations and leveraging available resources to provide accurate and timely resolutions.
• Direct project strike teams.
• Problem solving. Ability to innovate solutions which work for players, staff, and Blizzard Entertainment.
• Collaborate closely with key European and global support groups including human resources, finance, marketing, business development, public relations, legal, information technologies (IT), etc.
• Coordinate globally with other department managers, directors, and site leaders to ensure transparency of information related to customer issues, policy changes, internal processes, and service goals.
• Maintain Blizzard Entertainment culture and caliber of customer experience.

Requirements

• At least ten years progressive experience in a contact center environment
• Strong people skills; someone who leads by setting an example
• Demonstrated ability to manage very large teams (500+) in a 24/7 contact center environment
• Experience with a brand that has earned a reputation for service delivery excellence
• Demonstrated leadership over multi-functional departments
• Experience managing in a multi-cultural, multi-lingual environment
• Proven ability to manage large contact volumes simultaneously through multiple medias
• Experience managing through changing environments
• Capable of limited travel (both regionally and globally)
• Experience with state of the art service center tools and efficient service delivery channels
• Proven ability to positively impact performance of employees through performance management and coaching
• Experience in project management to innovate, develop, and implement processes
• Extensive experience in dealing with contact center budgeting
• Familiar with headcount forecasting and workforce management strategies
• Proven ability to establish effective teams through talent development
• Proficient in conflict management
• Excellent written and verbal communications skills in English
• Experience in preparing and delivering presentations to groups of various sizes and levels
• Excellent organizational skills and detail-oriented approach to problem solving
• Clearly demonstrated passion for ensuring the success of an organization and its employees
• Flexible and willing to change work hours based on business requirements
• Working knowledge of Blizzard Entertainment's games

Pluses

• Passion for Blizzard Entertainment games -- World of Warcraft in particular
• Able to speak multiple languages
• Authorization to work in Europe
• Strong project management skills and experience
• Experience managing sites in more than one country

Between this and bioware at the other end of the country (Galway)