Customer Service Supervisor

Overview This role supports Tier 2 teammates and golf trusted advisors as part of the customer service team. The schedule is 10:00 AM to 7:00 PM ET with rotating weekend coverage. Job Duties and Responsibilities Supervise a direct team of Customer Service Representatives and provide coaching and guidance to ensure service meets or exceeds established standards. Support onboarding of new hires including interviewing candidates, providing training support, and providing consistent and ongoing coaching. Oversee and manage entire internal service operations for the direct team, including staffing and scheduling, incoming call volume, assignment group work, outreaches, escalations, and additional duties as assigned. Support internal team and Team Leaders to ensure all athlete inquiries are resolved appropriately and in a timely manner. Performance Management Manage teammate performance including attendance, performance metrics, and KPIs. Schedule and conduct bi‑weekly coaching sessions to review teammate performance and assign goals to drive improvements. Prepare and present reports on team performance and recommendations for improvement. Partner with HR on all teammate attendance or performance concerns and implement Performance Improvement Plans as needed. Quality Assurance Complete and review quality audit for teammates within the communicated deadlines and proactively address identified issues and areas for improvement. Partner with service learning and strategy team on call drivers and process improvement ideas based on QA findings. Team Recognition and Engagement Develop and lead programs and activities to improve team morale and drive engagement. Conduct monthly town halls and team meetings to communicate updates, recognize employee achievements, milestones, and outstanding performance. Qualifications Bachelor’s Degree and at least 3‑5 years of experience. Basic level skill in Microsoft Excel (including opening a workbook, inserting a row, selecting font style and size, formatting cells as currency, using copy, paste and save functions, aligning text, selecting cells, renaming a worksheet, inserting a column, selecting a chart style, inserting a worksheet, setting margins, selecting page orientation, using spell check, and printing worksheets). Intermediate level keyboarding skills (at least 30 WPM, touch typing, formatting documents, 10‑key numeric pad). At least 3 years of experience in a contact center. Self‑directed and able to manage own time and tasks while consistently meeting deadlines. Experience identifying operational issues and recommending and implementing strategies to resolve problems. Experience building and maintaining relationships within a team. At least 1 year of experience in indirect management of team members, including assisting in the development, training, and assignment of work/projects to other team members. Experience using time management skills such as prioritizing, organizing, and tracking details and meeting deadlines of multiple projects with varying completion dates. Experience providing customer service to internal and external customers, including meeting quality standards for services and evaluating customer satisfaction. #J-18808-Ljbffr