Call Center Supervisor

Overview

At PGA TOUR Superstore, we’re always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we’re dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis.

Position Summary

The Customer Care Supervisor must be capable of motivating him/herself as well as other associates to meet or exceed key performance metrics of the Customer Care Center.  The Supervisor is responsible for specific managerial responsibilities within his/her assigned areas.  They will provide leadership to ensure that all associates are trained and well-versed on all Customer Care procedures, policies and programs. This position is designed to provide an interim step for a manager to learn key aspects of managing an area of the Customer Care Center while being a part of the leadership team.   

Duties and Responsibilities: 

• Build and develop a team of passionate and knowledgeable Associates who strive to make the Customer the #1 priority by focusing on delivering world class experiences.  
• Quickly respond to any negative Customer experience by de-escalating the situation and ensuring the Associate understands and feels supported to make things right for the Customer.
• Enable Associates to be champions of our products and services, ensuring Associates can inform, educate, and promote offerings to Customers.
• Interview and retain a passionate team for area-specific knowledge and expertise, implement and execute of all development plans set in place by Manager, Customer Care Center.
• Lead by example and foster an environment of coaching, active listening, transparency, inclusion, professional growth, and support, to include writing and co-delivery of performance reviews, corrective actions, and regular Associate constructive and positive feedback.
• Develop, track, and analyze key performance indicators for actionable insights and strategic recommendations associated with the Contact Center, and ensure departmental goals are achieved.
• Monitor QA for associates, using Nice to facilitate outstanding Customer experience.
• Responsible for continuous training, coaching, motivation, accountability, and Standard Operating Procedure execution within the Call Center.
• Provide guidance through queue management in Nice.
• Provide oversight and assist in the execution of Call Center Operational Duties to include but not limited to:
  • Assist internal and external Customers through multiple channels including phone and email.
  • Investigate and resolve Customer specific issues related to order shipments.
  • Identify and escalate priority issues to key stakeholders.
  • Route calls to appropriate resources.
  • Communicate website issues to BT as necessary for quick resolution.
  • Report all product and service-related trends to the Associate Merchants.
  • Loyalty member account management.
  • eCommerce order management both domestic and international.

Qualifications and Skills Required:

• Communication: Candidates must have strong listening and interpersonal skills. They must possess good verbal and written communication skills and be able to communicate cross-functionally. Candidates communicate expectations and standards to execute company programs.
• Computer: Candidates must possess advanced computer skills. 
• Organization: Candidates must be able to organize multiple priorities to ensure execution of deadlines.
• Education/Experience: The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent work experience related to this role.
• Customer Service: Candidate must have a Customer first mindset to be successful in this role.
• Experience in Leadership in Help Desk Support and Call Center preferred. 
• Experience with Service Now, ITSM/CSM, SAP, Nice, Salesforce, and CyberSource a plus.

Work Environment and Physical Requirements: 

• Must be able to stand and/or sit fo