Supervisor, Fan Relations at Discovery Inc. in Knoxville, Tennessee

Job Description:

Discovery Inc

Location: Knoxville, Tennessee, United States, 37901
Req ID: 1106

Position Summary

The Supervisor is responsible for supporting frontline, customer-facing team members by handling questions, escalations, team supervision, and other related duties. The Supervisor will also be responsible for monitoring potential bugs and working closely with the Manager to ensure issues are reported, prioritized, and resolved and ensure that company priorities and performance expectations are met. The successful candidate would have supervisory expertise in customer care operations delivering outstanding quality service to audiences and fans through email, social media, and other communication forms.

Responsibilities

• Be accountable for fulfilling service-level agreements and other performance expectations of staff
  
• Oversee and supervise a team of agents
  
• Coach, motivate, reward, counsel, and assist with disciplinary actions as necessary
  
• Supervise and monitor agent attendance, performance, and productivity
  
• Provide technical and procedural guidance based on established practices
  
• Strategize and prioritize customer incidents and communicate trends to key internal stakeholders via formalized reporting
  
• Point of contact for Manager when they are out and provide support in troubleshooting and customer escalations as well as reporting to the appropriate stakeholders
  
• Help create guidelines and best practices for responding to customers
  
• Assist with employee training in the operation of equipment and in established processes
  
• Review agent interactions with customers, identifying coaching opportunities for development and improvement
  
• Provide coaching and support to team members in alignment with the Manager
  
• Participate in and facilitate special projects as required
  

Requirements

• Bachelor's degree or equivalent with a minimum of two years customer service supervisory experience
  
• Experience working with Roku, Tizen, Amazon Fire TV, Android, and Apple products
  
• Experience working with social media management software
  
• Proficient with Microsoft Excel and other data visualization tools
  
• Experience with Zendesk preferred
  
• Ability to redirect and coach for improvement, and gauge user ability and modify delivery accordingly
  
• Demonstrate professional customer service skills: solutions mindset, helping to nurture a passion for customer service
  
• Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
  
• Be an innovative thinker and have excellent communication (internal/external and written/verbal) and presentation skills
  
• Strong interpersonal skills with the ability to work in a team environment and manage at all levels of a matrix organization
  
• Be a strong leader with core competencies in project management, attention to detail, managing diverse workload under tight deadlines
  
• High-level of initiative with the ability to self-direct workflow
  
• Must have the legal right to work in the U.S.
  

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