Supervisor, Consumer Support

SPORTS NEXT NBC Sports Next is where sports and technology intersect. We’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology. We’re 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, we equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; SportsEngine Play, the first ever streaming service for youth and amateur sports, GolfNow, the leading online tee time marketplace and provider of golf course operations technology; and GolfPass the 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 direct-to-consumer 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 31,000 U.S. movie screens; world-renowned entertainment review site, Rotten Tomatoes; and Fandango at Home (previously known as Vudu), the on-demand streaming service offering the industry’s best selection of 4K UHD titles and more than 250,000 new release and catalogue movies and next day TV shows.  Come join us as we work together as one team to innovate and deliver what’s 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 one-on-one 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.