Sports Support Operations Manager

7 days ago

Hoboken, New Jersey, United States theScore Inc. Full time

About theScore Inc.

theScore Inc. is a leading digital media and sports betting company that empowers millions of sports fans through its innovative products and services.

Job Summary

We are seeking a highly motivated and experienced Customer Support Team Lead to join our newly formed Customer Support team in Hoboken, NJ. As a Customer Support Team Lead, you will be responsible for ensuring that we deliver a world-class experience for our customers by promoting and supporting an inclusive environment where all opinions matter.

Key Responsibilities

  • Supervise and manage functions related to Customer Support, overseeing and directing the day-to-day activities of a team of Customer Support Associates in a multi-channel, call center environment.
  • Build and maintain a performance-driven, highly engaged culture by participating in employee hiring, training, monitoring, and mentoring.
  • Prepare and deliver performance evaluations, improvement plans, and disciplinary actions as required.
  • Review and analyze multi-channel reports to determine appropriate staffing levels while maintaining a laser focus on service level metrics and KPIs that measure the success of our Customer Support operations.
  • Identify and aggregate knowledge and performance gaps within the team to be included in training initiatives and knowledge base resources.
  • De-escalate and resolve supervisory level escalations and provide guidance and feedback to team members as needed.
  • Investigate and provide feedback on issues assigned by leadership.
  • Communicate with IT to assist in resolving employee systems and connectivity issues that can impact performance.
  • Act as a source of information and subject matter expert for all areas supported by Customer Support.
  • Ensure adherence to theScore HR and Compliance policies and all SOPs.

Requirements

  • Bachelor's degree education or equivalent work experience.
  • Proven experience as a call center supervisor or similar leadership position.
  • Experience in customer service is essential.
  • Exceptional verbal and written communication skills.
  • Knowledge of call center technology and telephony platforms.
  • Knowledge of performance evaluation procedures.
  • Excellent organizational and leadership skills.
  • Ability to work in a fast-paced environment with targeted deadlines.
  • Extensive sports knowledge, particularly with regards to the four major professional sports leagues.
  • Knowledge of sports wagering would be helpful.
  • Experience using iPhone and Android devices on a daily basis.
  • Able to work evenings, weekends, and holidays as required.

What We Offer

  • Competitive salary with Employee Share Purchase Plan.
  • Comprehensive Benefits package.
  • Fun, relaxed work environment.
  • Education and conference reimbursements.
  • Located in Hoboken, NJ, easily accessible by mass transit.
  • Snacks and drinks provided.
  • Top-of-the-line office hardware.
  • Opportunity for personal career growth and advancement.

Equal Opportunity Employer

theScore Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.

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