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

Overview

At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve. If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!

Job Duties and Responsibilities

• Follows a 10:00 AM to 7:00 PM ET schedule and includes rotating weekend coverage to support business needs supporting Tier 2 Teammates and Golf Trusted Advisors.
• 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.

Qualifications

• 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.

Virtual Requirements

• Cameras must be on during all virtual interviews.
• AI tools are not permitted to be used by the candidate during any part of the interview process.
• Offers are contingent upon a satisfactory background check which may include ID verification.