Supervisor

Job Description

Responsibilities

NBC Sports Next is where sports and technology intersect. We're a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology.

At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. 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; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips; TeamUnify, swim team management services; and GoMotion, sports and fitness business software solutions.

At NBC Sports Next we're fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences.

Come join us as we work together as one team to innovate and deliver what's Next.

As a Peacock Supervisor, you will lead a team of energetic and passionate individuals to deliver extraordinary service to every member they touch. You will be integral in creating a culture of growth and engagement, providing feedback and instructions, and help guide our staff in career management and ensuring excellence in our workflow processes. If you have a desire to lead, coach and develop others while maintaining a high energy, fast-paced culture, this is the job for you!

Job Duties
• Provide direction to a large team of vibrant Specialists that leads to unparalleled, personalized customer care.
• Enthusiastic and willing to be proactive, think on your feet, and solve problems efficiently and effectively.
• Create clear and concise expectations, engage in performance management, and deliver accountability with honest feedback to the team.
• Understand and know all Member Care Team policies to ensure Specialists are handling all situations in the appropriate manner. Serve as a resident expert for escalated member concerns.
• Responsible for assessing Specialist's KPIs and identifying areas of improvement and efficiencies and establishing goals/completion milestones.
• Facilitate team and one-on-one meetings to engage Specialists in transparent communication, and active career and the personal development of our next leaders.
• Identify and create new policies and procedures to ensure and improve workflow efficiencies.
• Review and manage customer escalations in a timely manner
• Collaborate with a multitude of internal teams from Managers to Trainers, to communicate areas of improvement for the department.
• Maintain professional relationships with external clients.
• Passionate about understanding our members' needs and transforming that insight into an unparalleled experience.

Qualifications

Basic Requirements
• Bachelor's degree in a related field preferred, or at least four years of customer service experience within a technology company or call center environment.

Desired Qualifications
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Experience with MS Office Suite.
• Excellent written and verbal skills.
• Proven leadership skills.
• Experience in Salesforce software.
• Experience in working with and/or managing a team, directly or indirectly.

Additional Job Requirements
• Willingness to work a flexible schedule, overtime, and on weekends.
• Operating hours range from 6AM to 1AM, 7 days a week, and open availability is required.
• Hybrid: This position has been designated as hybrid, generally contributing from the Orlando, FL office a minimum of three days per week.
• Must be willing to work in Orlando, FL

Additional Information

NBCUniversal's 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. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations in the US by calling 1-818-777-4107 and in the UK by calling +44 2036185726.

Jobcode: Reference SBJ-gwow12-3-137-180-32-42 in your application.