Fan Experience Supervisor - Customer Services

Fan Experience Supervisor

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. Our brand purpose is to relentlessly enhance the fan experience.

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, analyzing 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 analyze 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 analyzing 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

Culture:

Join a team where you're surrounded by top-tier talent, driven by a shared passion to relentlessly enhance the fan experience. With a focus on collaboration, support, and continuous development, you'll be empowered to help shape our culture that celebrates both individual and team successes.

Benefits:

At Fanatics, we're dedicated to supporting you in all aspects of work and life; as such we offer a range of competitive benefits tailored to each country in which we operate. Specific details regarding the benefits package applicable to your location will be shared and discussed during the interview process.