Supervisor, Customer Experience Operations

Job Description

The Supervisor is responsible for supporting frontline, customer-facing team members by handling questions, escalations, team supervision, and other related duties. The Supervisor will also be responsible for monitoring potential bugs and working closely with the Manager to ensure issues are reported, prioritized, and resolved and ensure that company priorities and performance expectations are met. The successful candidate would have supervisory expertise in customer care operations delivering outstanding quality service to audiences and fans through email, social media, and other communication forms.
Note: A flexible schedule is needed to accommodate a dynamic business environment, including occasionally participating in an on-call rotation to support special events and content premiers occurring outside of regular business hours, weekends, and holidays. We have monthly in-person events and trainings that will require in-person attendance at least twice a month.
We have monthly in-person events and trainings that will require in-person attendance at least twice a month.
Your role accountabilities:
• Manage performance metrics across multiple channels including customer satisfaction, productivity metrics, and service levels.
• Drive employee engagement and a high-performance culture ensuring effective performance management, coaching, and development and creating an environment where people can excel through accountability, encouragement, and empowerment
• Consistently improve the customer experience by providing insights and recommendations on products and services along with recommendations on how to improve existing processes.
• Supervise and monitor agent attendance, performance, and productivity
• Provide technical and procedural guidance based on established practices
• Point of contact for Manager when they are out and provide support in troubleshooting and customer escalations as well as reporting to the appropriate stakeholders
• Help create guidelines and best practices for responding to customers
• Assist with employee training in the operation of equipment and in established processes
• Review agent interactions with customers, identifying coaching opportunities for development and improvement
• Participate in and facilitate special projects as required

Qualification & Experience
• Bachelor's degree
• Advanced english
• 5+ years work experience with a minimum of two years of customer service supervisory experience
• Ability to redirect and coach for improvement, gauge user ability and modify delivery accordingly
• Demonstrate professional customer service skills: solutions mindset, helping to nurture a passion for customer service
Other Nice to Have
• Experience with Zendesk preferred

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, union status, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-vee2zm-216-73-216-50-42 in your application.