Customer Experience Supervisor

THE ROLE: The Customer Experience Supervisor is a fundamental role in coaching our Customer Experience agents to deliver a world-class customer experience. Through a culture of support and guidance, the Supervisor, works to create an atmosphere of trust, connection and unity within the team to drive excellence.  JOB RESPONSIBILITIES: - Coach, supervise and support a team of 15 Customer Experience agents in our Call Center - Responsible for mentoring team members and promoting individual development through the use of individual development plans for members of the team. - Utilize structured approach to coach, motivate, and reward team members to promote strong KPI performance in key areas. - Utilize data and reporting to monitor agent productivity - Analyze impacts to service levels and trends; provide constructive feedback and recommendations - Provide hands-on support and guidance to team members handling escalations - Provide individual support through 1 on 1s to coach, develop, motivate as well as enhance and maintain relationships of trust and - cooperation - Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same - Encourage and promote decision making and accountability at all levels - Support the hiring and training process by conducting interviews and making recommendations for hiring decisions - Appropriately give and be open to receive feedback to/from team and coworkers - Actively work to remove barriers to agent success - Other projects, reporting and tasks as assigned to support individual development  COMPETENCIES: - Strong ability to coach, motivate, inspire and empower others to strive for excellence - Dedicated to meeting the expectations and requirements of internal and external customers - Possess excellent time management skills - Must be flexible and adaptable to effectively cope with an ever-changing environment - Strong familiarity with internal tools and site functionality of StubHub’s products and service - Strong problem solving and decision-making abilities - Possesses the interpersonal skills necessary to communicate effectively in any situation - Comfortable taking the initiative to get things done without waiting for direction - Strong written and verbal communication skills with a focus on effectively communicating to accomplish daily tasks  POSITION TYPE AND EXPECTED HOURS OF WORK: This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business.  REQUIRED QUALIFICATIONS: - 1-2 years of supervisory experience in a call center is preferred - Demonstrated analytical skills, as well as strong verbal and written communication skills - Demonstrated leadership and influential capabilities - Proficient in functional/technical skills; Internet applications, office applications, internal tools  Are you interested in joining an ambitious and close-knit team dedicated to solving meaningful customer problems? Your work will - have a significant impact on the business, and help spread the joy of concerts, theater, and sports around the world. We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel StubHub is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work.About Us StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action. 
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.