Supervisor, Consumer Support
Supervisor, Consumer Support
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1 Vacancy
Job Description
SPORTS NEXT
NBC Sports Next is where sports and technology intersect. Were fueled by our mission to innovate create largerthanlife events and connect with sports fans through a subdivision of NBC Sports and home to leading technology platforms and digital applications for Youth & Recreational Sports; Golf; and Emerging Media.
At NBC Sports Next weequip more than 30MM players coaches athletes sports administrators and fans in 40 countries with more than 25 sports solution products includingSportsEngine the largest youth sports club league and team management platform; SportsEngine Play the first ever streaming service for youth and amateur sportsGolfNow the leading online tee time marketplace and provider of golf course operations technology; andGolfPassthe ultimate golf membership that connects golfers to exclusive content tee time credits instructional content and more.
FANDANGO
Over the past twenty years Fandango has built a network of directtoconsumer digital brands where 50 million fans unite to celebrate their love for movies TV and streaming. We take pride in serving fans throughout their entertainment journey from content discovery to theatrical moviegoing to watching at home. Our portfolio includes leading online movie ticketer Fandango which tickets for more than 31000 U.S. movie screens; worldrenowned entertainment review site Rotten Tomatoes; and Fandango at Home (previously known as Vudu) the ondemand streaming service offering the industrys best selection of 4K UHD titles and more than 250000 new release and catalogue movies and next day TV shows.
Come join us as we work together as one team to innovate and deliver whats Next.
The Consumer Support Supervisor plays a key role in overseeing daily operations within the Consumer Support Reservation Center (RC) ensuring the team consistently meets performance standards while delivering exceptional customer service. The Supervisor manages a team of RC Specialists providing leadership coaching and performance evaluations. The role is responsible for maintaining operational efficiency monitoring key performance metrics handling escalations and fostering the development of team members.
Job Duties
- Monitor business service levels via dashboards and/or Activity Control (AC) systems taking action as needed to meet operational targets.
- Report out weekly on QA performance for each team member ensuring performance aligns with company goals.
- Conduct weekly oneonone meetings with team members to discuss progress goals and performance.
- Support the operation by providing level two support in the Microsoft Teams Channels.
- Review call recordings and assess team member performance for coaching opportunities.
- Conduct incident coaching sessions to address performance gaps and provide constructive feedback.
- Manage call escalations ensuring swift and satisfactory resolution of customer issues.
- Provide solutions and answers through the Bridge Teams Channel to assist team members and other departments as needed.
- Review and process payroll for each team member ensuring accurate and timely submission.
- Participate in QA calibration sessions to ensure consistency across the team.
- Ensure effective team collaboration and foster a positive working environment.
- Collaborate with the leadership team on opportunities and suitable training and QA tactics.
- Maintain detailed training records track progress and generate reports on training effectiveness to management.
Qualifications :
Basic Requirements
- Proficiency in Microsoft Office Suite (Excel PowerPoint Word)
- Excellent interpersonal and communication skills
- Excellent organizational skills.
Desired Qualifications
- Strong leadership and coaching abilities.
- Excellent communication and interpersonal skills.
- Ability to analyze and interpret performance data.
- Problemsolving skills with the ability to handle escalated issues effectively.
Additional Job Requirements
- Must be willing to work in Orlando FL
- Hybrid: This position has been designated as hybrid generally contributing from the office a minimum of three days per week.
- Must be willing to work on weekends.
Additional Information :
As part of our selection process external candidates may be required to attend an inperson interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversals policy is to provide equal employment opportunities to all applicants and employees without regard to race color religion creed gender gender identity or expression age national origin or ancestry citizenship disability sexual orientation marital status pregnancy veteran status membership in the uniformed services genetic information or any other basis protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability you have the right to request a reasonable accommodation. You can submit your request to
Although youll be hired as an NBCU employee your employment and the responsibilities associated with this job likely will transition to Versant in the future. By joining at this pivotal time youll be a part of this exciting company as it takes shape.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
