Consumer Support Supervisor (GolfNow)

TL;DR

Consumer Support Supervisor (GolfNow): Overseeing daily operations within the Consumer Support Reservation Center with an accent on team leadership, performance monitoring, and quality assurance. Focus on coaching specialists, managing escalations, and ensuring operational efficiency to meet service level targets.

Location: Hybrid (Orlando, FL) — contributing from the office a minimum of 4 days per week (Monday - Thursday).

Company

hirify.global is a leading media company and home to iconic brands like USA Network, CNBC, and GolfNow, focusing on delivering exceptional experiences across news, sports, and entertainment.

What you will do

• Monitor business service levels via dashboards and Activity Control systems to meet operational targets.
• Manage a team of RC Specialists, providing leadership, weekly one-on-one coaching, and performance evaluations.
• Review call recordings and conduct incident coaching sessions to address performance gaps.
• Handle customer escalations to ensure swift and satisfactory resolution.
• Process team payroll and participate in QA calibration sessions to ensure consistency.
• Collaborate with leadership on training tactics and maintain detailed progress reports.

Requirements

• Must be based in or willing to work in Orlando, FL.
• Must be willing to work rotating weekends.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Excellent interpersonal, communication, and organizational skills.

Nice to have

• Strong leadership and coaching abilities.
• Ability to analyze and interpret performance data.
• Problem-solving skills with a proven track record of handling escalated issues effectively.

Culture & Benefits

• Hybrid work arrangement allowing for some remote flexibility.
• Comprehensive benefits including health insurance and retirement plans.
• Paid time off and fair, equitable compensation practices.
• Commitment to equal employment opportunities and an inclusive work environment.