Supervisor, Consumer Support (GolfNow)

Versant • Orlando, FL

2d • Hybrid

About The Position

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.

Requirements

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
• Excellent interpersonal and communication skills
• Excellent organizational skills.

Nice To Haves

• 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.

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed