Supervisor, Consumer Support (GolfNow)

Company Description

VERSANT is a leading force in news, sports and entertainment - home to iconic and trusted brands that inspire, inform, and delight audiences. Our unique combination of content, technology and services enriches the cultural fabric, igniting passions, sparking conversations, and connecting people to what they love most.

As an independent, publicly traded company, VERSANT brings together powerhouse cable networks - including USA Network, CNBC, MS NOW (formerly MSNBC), Oxygen, E!, SYFY, and Golf Channel - with dynamic digital and direct-to-consumer brands such as Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. Together, these businesses reflect our commitment to delivering exceptional experiences across every screen and service.

VERSANT is an industry-changing media company fueled by innovation and an entrepreneurial spirit. With a strong foundation and a forward-looking vision, VERSANT empowers creativity, embraces change, and drives connection in an ever-evolving world.

Job Description

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

Basic Requirements 

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)  

• Excellent interpersonal and communication skills 

• Excellent organizational skills. 

Qualifications

Desired Qualifications 

• Strong leadership and coaching abilities. 

• Excellent communication and interpersonal skills. 

• Ability to analyze and interpret performance data. 

• Problem-solving skills with the ability to handle escalated issues effectively. 

Additional Job Requirements

• Must be willing to work in Orlando, FL 

• Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of 4 days per week (Monday - Thursday). 

• Must be willing to work on weekends. (Rotating)

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media'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.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application