- Entry level
- No Education
- Salary to negotiate
- El Segundo
Come join the team re-defining the way players engage with the world’s largest entertainment brand!
We are looking for a person who is passionate about data and loves getting in the weeds to find the right answer. This is a highly functional position that sits within the player support organization and is responsible for workforce planning and core customer support analysis. This role is a vital part of our service ecosystem by providing the player perspective in a well-articulated, data backed manner. This position will work with stakeholder across the player support group and help drive key initiatives to success.
As new content, services or games come to market, you will be responsible for setting strategy on reporting needs and requirements to ensure operations, digital and experience teams are aligned.
Core Customer Support:
Establish reporting cadence for all operational metrics with stakeholder conditioning on a weekly/monthly/quarterly/yearly basis
Ability to find and define contact driver problems, understand business impact, and provide recommendations for corrective action on a continuous cycle
Build forecasting models based on annual volume from applicable systems
Perform Ad-Hoc reporting as needed by the business with analysis and recommendations
Work with Digital Operations to evolve KPI’s and refine current processes to ensure stakeholders are getting the most value from our data
Pull together disparate sources of data and work through ambiguity to create a full picture of Support performance (KPI’s including AHT, ASA, CSAT etc.…)
Create continuous player segmentation reporting and analysis process
Relentless pursuit to find the right answer in a data backed manner
Passion for data
Build product reports using operational and player segment data to provide a complete picture of product performance/bugs to our game studio/business partners
Work with management to build requirements based on external feedback for product dashboards
Perform ad-hoc reporting as needed based on Studio/Business partnership requests
Develop deep partnerships with Launch Readiness, Player Experience, Operations, and the Digital team to develop new reporting based on upcoming product launches
Extensive experience in contact center performance metrics, workforce management principles, and methodologies.
Strong collaborative skills with ability to influence and work cross-functionally
Ability to create clarity in ambiguous environments
Strong analytical and problem-solving skills with attention to detail
Strong experience with Excel
Experience with web data and funnels (Adobe analytics preferred)
Experience with Sales Force and accompanying Sales Force reporting objects
Qualifications/Required Education and Experience:
5+ years of professional experience in customer support/contact center analytics function
At least 3 years in workforce management modeling within contact/center modeling or highly complex business environments
Demonstrated experience in preparing and executing presentations of technical and business level data
Proven problem-solving skills, attention to detail, and exceptional organizational skills
Housed in El Segundo, about ten miles South of Activision’s headquarters in Santa Monica, the Player Support team is focused on helping make sure our players get any questions or problems resolved quickly so they can get back to having fun.
Activision Blizzard, Inc. is the world’s largest interactive entertainment company, with operations across North America, Europe, and Asia. We are home to some of the most beloved entertainment franchises including Call of Duty®, Destiny, Skylanders®, World of Warcraft®, Overwatch®, Diablo®, Candy Crush™, and Bubble Witch™. Our combined entertainment network delights hundreds of millions of monthly active users in 196 countries, making us the largest gaming network on the planet!
We’re proud to be recognized as one of FORTUNE’s "100 Best Companies To Work For®” for four consecutive years and have earned a spot on FORTUNE’s “Most Admired Companies,” and “Future 50” lists. Our 10,000+ global employees are some of the best and brightest talents across entertainment, media, and technology.
The video game industry and therefore our business is fast-paced and will continue to evolve. As such, the
About the company
or more than 30 years, Activision has been changing the way people play. In the process, we have built one of the largest portfolios of recognized brands and today we are one of the most valuable interactive entertainment companies in the world.
Founded in 1979 as the first independent video game software developer and distributor, the company launched a series of multi-million unit selling titles in the early 1980s for the Atari 2600 including Pitfall, Kaboom! and River Raid. And since then, Activision has created some of the most iconic and memorable game experiences of all time.
Today, the company is a leading worldwide developer, publisher and distributor of interactive entertainment and leisure products for various consoles, handheld platforms and the PC. Over the past five years, we have continued to thrive as a leading digital entertainment provider whose games appeal to a variety of gamers.
We strive to make the most fun, thrilling, and engaging entertainment experiences for our players, who live in a world with many entertainment options.
We operate in more than 15 countries including in the U.S., Canada, Brazil, Mexico, the United Kingdom, France, Germany, Ireland, Italy, Sweden, Spain, Denmark, the Netherlands, Australia, Singapore, mainland China, Hong Kong and the region of Taiwan.
We recognize that our success is built upon the shared dedication of great people whose sense of mutual respect and teamwork drives our performance.