Customer Care Team Manager

PGA Tour•Roswell, GA

4d•Hybrid

About The Position

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 Team Manager leads, coaches, and develops a dedicated team of 8-12 Customer Care Associates within the Customer Care Center, with the majority of the role devoted to direct people leadership: daily coaching, performance development, and real-time support. This is a front-line manager position with full supervisory responsibility for an assigned team, directing daily work, managing performance and attendance, and ensuring the team meets or exceeds the key performance metrics of the Customer Care Center. In this role, you will provide daily direction and coaching to your team, manage schedules and attendance, contribute to hiring and staffing decisions, and provide oversight of day-to-day Customer Care operations. While you will provide operational oversight and step in to support Customers when needed, hands-on operational tasks are secondary to your primary responsibility of building and leading a high-performing team.

Requirements

The knowledge, skills, and abilities typically acquired through the completion of a bachelor’s degree program or equivalent work experience related to this role.
Prior leadership, supervisory, or team-lead experience in a Help Desk Support or Call Center environment strongly preferred; demonstrated ability to coach, develop, and motivate a team.
Strong listening and interpersonal skills, with strong verbal and written communication and the ability to communicate cross-functionally.
Ability to organize and prioritize multiple priorities to ensure execution against deadlines.
Advanced computer skills, including proficiency in Microsoft Office Suite and reporting/analytics tools.
A Customer-first mindset, essential to success in this role.

Nice To Haves

Experience with contact center and retail systems such as ServiceNow, ITSM/CSM, SAP, NICE, Salesforce, and CyberSource.
Experience in sporting goods retail, the golf or tennis industry, or specialty retail environments.
Experience supporting both phone and email service channels within a contact center.
Familiarity with workforce management and quality monitoring tools.

Responsibilities

Directly supervise a dedicated team of Customer Care Associates, providing daily direction, real-time coaching, and hands-on support.
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.
Lead by example and foster an environment of coaching, active listening, transparency, inclusion, professional growth, and support, including performance reviews, corrective actions, and regular constructive and positive feedback.
Conduct regular one-on-ones, team huddles, and coaching sessions to drive individual and team development.
Manage day-to-day performance: set goals, monitor progress against key performance indicators, and address performance gaps through coaching and corrective action.
Approve and manage associate schedules, time-off requests, timecards, and attendance in accordance with company policy.
Provide meaningful input on hiring, onboarding, promotion, and staffing decisions; interview and retain associates with the right skills, area-specific expertise, and Customer-first mindset.
Implement and execute training, development plans, coaching, and Standard Operating Procedures set in place for the team.
Respond quickly to escalated or negative Customer experiences by coaching the Associate through de-escalation and ensuring they feel supported to make things right for the Customer.
Enable Associates to be champions of our products and services, ensuring they can inform, educate, and promote offerings to Customers.
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 and assess QA for associates, using NICE to facilitate an outstanding Customer experience.
Provide guidance and direction through queue management in NICE.
Ensure continuous training, coaching, accountability, and Standard Operating Procedure execution within the team.
Identify and escalate priority issues to key stakeholders; communicate website issues to internal stakeholders as necessary for quick resolution; report product and service-related trends to the Associate Merchants.
Provide oversight of, and when needed assist with, Customer support across multiple channels, including phone and email.
Investigate and resolve Customer-specific issues related to order shipments.
Route contacts to appropriate resources.
Support Loyalty member account management.
Support eCommerce order management, both domestic and international.