Customer Service Supervisor

Disrupting an industry isn’t easy! DAZN is playing more hours of live sports than any other company anywhere in the world! As we bring new ideas to market and evolve our product, it’s essential that we execute to a high standard in Customer Services and evolve our model in service to look after our fans. <br/>You will support the market CS agenda, working closely with the leadership teams and being part of a global CS team delivering best-in-class Customer experience. You will be responsible for Italy CS performance via insource and outsource models. This includes customer experience journeys, KPI performance, issues and incidents during match times. You will oversee both suppliers and inhouse operation delivering customer services to our fans. Stakeholder management will be key, as you look to manage, engage and work across various areas in the business from product, marketing, sales, operations, incident management and central teams. <br/>You will focus on the end-to-end Customer experience, be data centric and pro-active in the service you expect to provide to Customers. You will have a background in looking at contact drivers, innovating solutions to manage demand, improve the service experience and drive retention via service. Experience in omni channel operations is essential, with a digital first approach to CS. <br/>You will drive high performance and quality across all our contact channels and Customer touch points. Customer lifetime value and retention will be key in supporting our commercial strategy. You will be part of a global CS team, driving local market CS agenda and sharing best practices and aligning to global consistency as we look to provide a global world class experience to our fans. <br/>Welcome to DAZN, the world’s leading live OTT sports service. Benefits include access to DAZN, annual performance-related bonus, lunch vouchers, free coffee and snacks, family friendly community, free access for you and one other to our workplace mental health platform app (Unmind),  learning and development resources, and access to our internal speaker series and events.<br/>Please note, our Talent Acquisition team and some Hiring teams are based in the UK so parts of the recruitment process will be in English. Please also upload your resume in English, thanks! <h3>As our new Customer Service Supervisor, you’ll have the opportunity to:</h3> <ul> <li>Improving our Customer journeys </li><li>Manage our 3rd party providers day to day on agent level performance and experience. </li><li>Working with an offshore inhouse team. </li><li>Improve quality</li><li>KPI and SLA focused</li><li>Deliver CS transformation and embed a new model</li><li>Be seen as a leader with the CS team</li><li>Work as part of a global CS team</li><li>Bring innovation and delivery e2e customer experience improvements </li></ul> <h3>You’ll have:</h3> <ul> <li>3rd party management outsource experience (BPO)</li><li>Can speak market Italian &amp; English </li><li>Customer journey focused – e2e</li><li>Commercial mindset – retention / sales through service ( upsell / cross sell ) </li><li>Data / insight driven</li><li>Zendesk knowledge plus additional knowledge in the area of CRM/call centre software is an advantage</li><li>Excellent stakeholder management skills – CEO to agent</li><li>Quality focused</li><li>Contact driver focused</li><li>Worked with different countries and understand how local market nuances impact CS quality</li><li>Used to working in a digital world, with digital contact channels, understanding the changing face of customer expectations</li><li>Have experience of voice contact centres and IVR’s</li></ul>At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be. <br/>As part of our team,you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.  DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:   AMBITIOUS – people who want to make a big impact and drive DAZN forward.   INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business.  People who come up with better, simpler ways of doing things.  PASSIONATE – people who are proud of our product, our content and our business – and love to shout about it.  People who love what they do and show commitment every day.  BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results.   SUPPORTIVE – people who know that we achieve more as a team than as individuals.  People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers.  People who consider others before making decisions