Customer Services Shift Supervisor (CL2)

Job Description

As a Customer Services Shift Supervisor, you will be part of a management team tasked with building a Customer Services team capable of delivering a World Class user experience. Once the team is established the focus will turn to managing the day to day activity and development of the newly formed Customer Services Team, assisting in a 24 X 7, 365 days operation. You will be the escalation point for any incidents that may occur and be the on-site leader during out of office hours. You will manage and review the team’s performance and proactively address any training needs and performance management requirements quickly and effectively. You will be responsible for escalated cases and during busy periods be expected to assist with any backlogs.

HERE’S A BREAKDOWN OF WHAT YOU’LL DO (NOT ALL OF IT, JUST THE MOST IMPORTANT STUFF)

• Be responsible for center output by managing individuals to achieve SLAs and KPIs
• Be the Voice of Customer and report regularly to key stakeholders
• You will ensure customer satisfaction (NPS) across our social platforms
• Provide daily, weekly and monthly reports on center activity
• You will define and work towards processes for incident management, escalations and contact resolution

DO YOU HAVE THESE ESSENTIALS?

• Previous management experience in a contact center
• Track record of improving SLAs, KPIs and NPS scores
• Technically Proficient
• Keen interest in global sports

NOT ESSENTIAL BUT GREAT IF YOU ALSO HAVE

• Passionate about delivering high quality customer experience
• Problem solving in a fast paced operational environment
• Experience working in a high pressure operational team
• Have a methodical approach with attention to detail

US BENEFITS INCLUDE

• You’ll receive up to 15 days of Paid Time OFF (from the start), 9 paid holidays, affordable health benefits (dental and vision included), generous sick time package, competitive parental leave, short and long-term disability paid by the company, basic term life insurance and personal accident insurance paid by the company, 401(k) and a flexible work environment.
• And there’s more...... you’ll have access to our online learning portal (MindTools) and be part of our Career Deal, which aims to support your continued professional development. We also have a structured management development program and a financially rewarding ‘Refer a Friend’ scheme. *Please Note - some of these benefits will be available to you upon successful completion of your probation.

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. There are no limits to what we can achieve. So if you want to push boundaries and change the world, DAZN is the place to be. As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry, and we're not going to stop. Because for us, it's all about Limitless Ambition - never settling, always restless, always wanting more for our customers. We're growing fast and have made a big impact so far, and that's just the beginning. There's so much we can do. Working with us is exciting, empowering and truly global. If you're ambitious, inventive, passionate, brave and supportive, then you're the kind of person who's going to succeed at DAZN. Come and join our team DAZN – who we are and what we do: · Headquartered in the UK . · 2,800 employees in over 24 countries. · We are home to DAZN – the largest, fastest-growing global sports streaming service. · DAZN is live in Spain, Italy, Germany, Austria, Switzerland, Brazil, the USA, Canada, and Japan. · We guarantee affordable access on all devices including TVs, smartphones, tablets, games consoles and PCs. · We work across every aspect from broadcast planning and production through to content distribution and commercialisation. · We run some of the world's most popular sports sites, including Goal, Sporting News and Spox. At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. There are no limits to what we can achieve. So, if you want to push boundaries and change the world, DAZN is the place to be. As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry, and we're not going to stop. Because for us, it's all about Limitless Ambition - never settling, always restless, always wanting more for our customers. We're growing fast and have made a big impact so far, and that's just the beginning. There's so much we can do. Working with us is exciting, empowering and truly global. If you're ambitious, inventive, passionate, brave and supportive, then you're the kind of person who's going to succeed at DAZN. Come and join our team DAZN – who we are and what we do: - Headquartered in the UK - 2,800 employees in over 24 countries. - We are home to DAZN – the largest, fastest-growing global sports streaming service - DAZN is live in Spain, Italy, Germany, Austria, Switzerland, Brazil, the USA, Canada, and Japan. - We guarantee affordable access on all devices including TVs, smartphones, tablets, games consoles and PCs - We work across every aspect from broadcast planning & production through to content distribution & commercialisation - We run some of the world's most popular sports sites, including Goal, Sporting News and Spox. To find out more visit: https://careers.dazn.com/ Apply for this job