JOB DESCRIPTION

At Fanatics Commerce, we’re more than just a leader in licensed sports merchandise – we’re a team united by a relentless passion for our fans and a commitment to innovation. We live by our BOLD Leadership principles: We Build Championship Teams, we’re Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined and Relentless Mindset. If you’re ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team.

THE GAME PLAN:

It’s game time! Simply put, we want a team of key players on the Fanatics team, who understand the Fan passion and love sports, come prepared to play in the game, have a growth mindset, and are excited to build long-term career opportunities, all while creating memorable fan experiences for sports fans at Fanatics.

SUMMARY:

The Fan Experience Supervisor will shape the Fanatics fan experience through leadership and growth of a customer facing team to help accomplish a range of customer-impacting goals. This is a leader that assists the Operations Manager with customer service skill development, analysing data and decision-making, monitoring SLAs, driving core KPIs, delivering a consistent experience for our fans, achieving productivity, quality metrics, and employee engagement. Supervisors always lead with relentlessly enhancing the fan experience.

You will gain skills and experience in this role working on behalf of the global leader in licensed sports merchandise. We want leaders who lead and work alongside their team, as fan advocates for our fans!

GENERAL RESPONSIBILITIES:

• Lead a supportive, growth-mindset culture with all members on the team, including Customer Service Advisors and Team Leads

• Consistently monitor and analyse data to drive key KPI's by using data to drive targets including but not limited to financial targets, Appeasement per Contact, Contacts per Order, First Contact Resolution, Net Promoter Score, Average Handle Time, Adherence, Quality & Customer Satisfaction/Customer Delight.

• Demonstrated experience analysing data to develop and execute a course of action

• Strong problem-solving and analytical skills conducting root cause analysis to identify and share data-driven trends

• Natural curiosity that can challenge and transform business processes in a fast-paced environment

• Model a culture of ownership in every customer and employee interaction

• Value and appreciate customer perspective & handle highly complex and escalated customer contacts to resolution

• Inspire a team of Customer Service Advisors and Team Leads to exceed performance expectations in every customer contact

• Motivate and develop Advisor and Team Lead skillsets that enable them to perform at their best | Provide clear, constructive feedback

• Accountability for Advisor and Team Lead performance, quality, and development

• Demonstrate subject matter expertise in Fanatics Customer Experience work procedures and processes

• Suggest innovative solutions that improve customer delight and NPS

• Support in continuous improvement project efforts that enhance the business/fan experience

• Display professionalism working with colleagues and customers

• Communicates as a team player and coordinates with multiple departments to ensure real-time KPI goals are maintained throughout operating hours, including hybrid/virtual capacities if needed

• Carries out Supervisory responsibilities in accordance with the organization’s policies and applicable laws

• Thrive in a fast-paced team environment

• Solve the right problem in the right way with the right solution; driving first contact resolution

• Maintain the highest level of GDPR compliance and sensitivity to personal customer information

• Other Responsibilities may include: interviewing, hiring, and training employees; planning, assigning, and directing work, appraising performance, rewarding and coaching opportunities, addressing barriers and problem solving

• Meet the fans needs by being available when customer trends and business needs dictate, including potential overtime, nights, weekends and holidays. Must be flexible to work various shifts. 37.5 hours per week. Shifts can be scheduled between the hours of 8:00 - 19:00 Monday-Sunday

• Must have home internet 2mbps download speed minimum and a dedicated space required for applicable work from home opportunities. Work from home on weekend shifts required.

• Assume additional responsibilities as needed.

Please Note: The responsibilities described herein are intended to be general in nature and do not represent an all-inclusive list of duties and tasks.

EDUCATION & EXPERIENCE:

• 2 – 3 years of customer service and/or contact centre experience is preferred

• Experience in the E-Commerce space preferred

• Value and appreciate the omni-channel fan journey

• Model a culture of ownership in every interaction

• Thrive in a fast-paced environment

• Advanced knowledge of Excel, strong verbal, written, and presentation skills

• Strong analytical reasoning and problem-solving skills

• Passion for sports

• Amplify connections with our fans and memorable moments

• Ability to maintain composure in high pressure situations

• Demonstrated ability to quickly learn, adapt and become highly efficient on new and / or changing systems, applications, policies and procedures

OTHER: Multi-lingual candidates are encouraged to apply (preferred Spanish, French, and German)