Supervisor of Customer Service (10:00 am - 7:00 pm ET Shift)

DICK’S Sporting Goods is committed to creating an inclusive and diverse workforce. They are seeking a Supervisor of Customer Service to lead a team of representatives, ensuring high-quality service and performance management while supporting team engagement and development.

Responsibilities:

• Supervise a direct team of Customer Service Representatives and provide coaching and guidance to ensure service is meeting or exceeding established standards
• Support onboarding of new hires including interviewing candidates, providing training support, and providing consistent and ongoing coaching
• Oversee and manage entire internal service operations for the direct team, including staffing/scheduling, incoming call volume, assignment group work, outreaches, escalations, and additional duties as assigned
• Support internal team and Team Leaders to ensure all athlete inquiries are resolved appropriately and in a timely manner
• Manage teammate performance including attendance, performance metrics, and KPIs
• Schedule and conduct bi-weekly coaching sessions to review teammate performance and assign goals to drive improvements
• Prepare and present reports on team performance and recommendations for improvement
• Partner with HR on all teammate attendance or performance concerns and implement Performance Improvement Plans as needed
• Complete and review quality audit for teammates within the communicated deadlines and proactively address issues identified and areas of improvement needed
• Partner with service learning and strategy team on call drivers and process improvement ideas based on QA findings
• Develop and lead programs and activities to improve team morale and drive engagement
• Conduct monthly town halls and team meetings to communicate updates, recognize employee achievements, milestones, and outstanding performance

Requirements:

• Bachelor's Degree and at least 3-5 years of experience
• Basic level skill in Microsoft Excel (for example: opening a workbook, inserting a row, selecting font style and size, formatting cells as currency, using copy, paste and save functions, aligning text, selecting cells, renaming a worksheet, inserting a column, selecting a chart style, inserting a worksheet, setting margins, selecting page orientation, using spell check and/or printing worksheets)
• Intermediate level keyboarding skills (at least 30 WPM, touch typing, formatting documents, 10-key numeric pad)
• At least 3 years of experience in a contact center
• Self-directed, able to manage own time and tasks, as well as consistently meet deadlines
• Experience in identifying operational issues and recommending and implementing strategies to resolve problems
• Experience building and maintaining relationships within a team
• At least 1 year experience in indirect management of team members, including assisting in the development, training and assignment of work/projects to other team members
• Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction