Lead, Customer Support-Privacy

Division

Warner Bros. Entertainment Group

Position Type

Full Time

Interests

Administrative/Clerical

Location

United States - New York - New York

Posted Date

Feb. 12, 2020

Req Number

175155BR

Company Overview

WarnerMedia is a leading media and entertainment company that creates and distributes premium and popular content from a diverse array of talented storytellers and journalists to global audiences through its consumer brands including: HBO, HBO Now, HBO Max, Warner Bros., TNT, TBS, truTV, CNN, DC Entertainment, New Line, Cartoon Network, Adult Swim, Turner Classic Movies and others.

Warner Bros. has been entertaining audiences for more than 90 years through the world’s most-loved characters and franchises. Warner Bros. employs people all over the world in a wide variety of disciplines. We're always on the lookout for energetic, creative people to join our team.

Business Unit Overview

WB Technology combines Warner Bros.’ industry-leading technologists and disciplines to ensure global alignment with business strategy and accelerated delivery of innovative technology solutions studio- and industry-wide. From pre-production through archiving, the WBT organization will provide critical business and technology intelligence and services to all Studio business units. WBT manages the Studio’s enterprise systems and solutions, emerging platforms, information security, consumer intelligence, content mastering and delivery, and more.

Opportunity Overview

The Job

Warner Bros. Technical Operations Inc. seeks a Lead, Customer Support-Privacy for the Content Technology & Ops: Content Operations department. The Customer Support Lead provides oversight in various systems & reporting methods to identify the status of critical business requests such as Data Privacy, solve complex problems and create new processes to handle and escalate critical issues. They monitor business health and status of issues via the case management tool from initiation to resolution. This individual supervises on site agents as well as off site vendor resources and interacts with management to address performance and training issues. This role is required to assess and resolve non-standard/standard issues/problems on own initiative and uses independent judgement to communicate and escalate risks to the business to various levels of management. They will interact with their Team Manager and Program Manager around specific work efforts/deliverables and are required to share knowledge and experience with others via ownership of the team knowledge base to include internal and client facing FAQs, prepared responses, Help articles, and work instructions (written or video format).

They demonstrate superior knowledge of Customer Service and Operations industry best practices to ensure optimal servicing of customer and client requests. They communicate regularly with various levels of management, and is able to present ideas very clearly in both written and verbal formats. This position requires handling escalations of a business critical nature on a regular basis and is a committed brand representative for Warner Bros, providing the highest levels of service for fans globally.

The Daily

  • Support Process Management: Monitor support workflows in ticketing and email and ensure that response/turn times are met. Liaise with leads and management from other groups to prioritize tickets and issues and ensure that escalations get properly communicated in terms of risk/business impact and handled by the appropriate team. Escalate to WB management as needed to resolve. Understand the customer support landscape across WB and think strategically about how to scale the support process appropriately for future needs.
  • Vendor Management: Responsible for direct daily oversight of call center vendor that is handling our Tier 1 customer interactions. Conduct regular check in sessions, obtain reporting, and provide timeline feedback to them when changes are needed. Escalate any risk to business that is posed by their practices. Escalate any failures to meet SLAs. Suggest updates to contract when needed. Recommend technology & workflow solutions between WB and vendor/partners when needed.
  • Continuous Improvement: Review inputs from Analysts & Specialists, own observations, customer data, CSAT scores, department dashboards, reporting and trends to help identify and improve workflows, processes, and knowledge articles. Monitor and track resolution of customer problems and issues. Work closely with product owners, engineers, and stakeholders to provide proactive recommendations on how to improve first contact resolution, and overall processes in efforts to reduce customer contacts and/or streamline resolution times and workflows (e.g. move knowledge downstream to enable faster responses).
  • Knowledge Management: Responsible for the quality of the knowledge base and training materials. Working with Knowledge Management team to enact strategy specific to Ops & Customer support team, as well as ensure that SMEs and designated participants are contributing draft knowledge articles as needed for their areas to enable better responses and troubleshooting for issues. Oversee and call out department policies and procedures – help drive adoption of modern knowledge centered service (KCS) operations. Notify and train team members (both internal and outsource teams) when policies and procedures are updated.


The Essentials

  • Experience in handling regulatory compliance customer service requests required.
  • Experience handling multilingual support channels.
  • Excellent customer service and communication skills (verbal and written).
  • Ability to work within customer support ticketing systems (Zendesk, JIRA).
  • Must be able communicate effectively and tactfully with all levels of personnel (in person,written, telephone).
  • Must be able to pay close attention to detail.
  • Must be able to handle multiple tasks in a fast paced environment.
  • Must be able to organize and schedule work effectively.
  • Must be able to work flexible hours, including overtime, if and when necessary.
  • Must be punctual and have no attendance issues.
  • 3-5 years experience in a contact center environment or comparable work experience required.
  • Operational process improvement experience required.
  • Experience handling multiple programs simultaneously in a fast paced changing environment required.
  • Experience in handling customer and business escalations required.
  • Experience creating reports using inputs from multiple data sources.
  • Entertainment Industry experience preferred.
  • Knowledge/familiarity of various Digital Content/streaming services.
  • Experience with knowledge management methodologies (e.g KCS) and understands how to identify opportunities & implement best practices.
  • Proficiency in use of MS Office programs.
  • Intermediate - Advanced Excel skills desired.
  • Has great attention to detail and empathy towards the customers’ needs and concerns.
  • Has a positive, can-do attitude, coupled with troubleshooting and multi-tasking skills
  • Relentless problem solver.
  • Able to handle complaints and difficult situations, remaining calm under pressure.
  • Must be able communicate effectively and tactfully with all levels of personnel (in person, written, telephone).
  • Must be able to pay close attention to detail.
  • Must be able to handle multiple tasks in a fast paced environment.
  • Must be able to organize and schedule work effectively.
  • Must be able to work flexible hours, including overtime, if and when necessary.
  • Stress tolerance and adaptability.

Warner Media, LLC and its subsidiaries are equal opportunity employers. Qualified candidates will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.