Job Description

Supervisor, Consumer Support

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

NBC Sports Next is where sports and technology intersect. We're fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology. We're a subdivision of NBC Sports and home to leading technology platforms and digital applications for Youth & Recreational Sports; Golf; and Emerging Media.

At NBC Sports Next, we equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; SportsEngine Play, the first ever streaming service for youth and amateur sports, GolfNow, the leading online tee time marketplace and provider of golf course operations technology; and GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, instructional content and more.

Fandango has built a network of direct-to-consumer digital brands, where 50 million+ fans unite to celebrate their love for movies, TV and streaming. We take pride in serving fans throughout their entertainment journey from content discovery to theatrical moviegoing to watching at home. Our portfolio includes leading online movie ticketer Fandango, which tickets for more than 31,000 U.S. movie screens; world-renowned entertainment review site Rotten Tomatoes; and Fandango at Home, the on-demand streaming service offering the industry's best selection of 4K UHD titles and more than 250,000 new release and catalogue movies and next day TV shows.

Come join us as we work together as one team to innovate and deliver what's Next.

The Consumer Support Supervisor plays a key role in overseeing daily operations within the Consumer Support Reservation Center (RC), ensuring the team consistently meets performance standards while delivering exceptional customer service. The Supervisor manages a team of RC Specialists, providing leadership, coaching, and performance evaluations. The role is responsible for maintaining operational efficiency, monitoring key performance metrics, handling escalations, and fostering the development of team members.

Job Duties

• Monitor business service levels via dashboards and/or Activity Control (AC) systems, taking action as needed to meet operational targets.
• Report out weekly on QA performance for each team member, ensuring performance aligns with company goals.
• Conduct weekly one-on-one meetings with team members to discuss progress, goals, and performance.
• Support the operation by providing level two support in the Microsoft Teams Channels.
• Review call recordings and assess team member performance for coaching opportunities.
• Conduct incident coaching sessions to address performance gaps and provide constructive feedback.
• Manage call escalations, ensuring swift and satisfactory resolution of customer issues.
• Provide solutions and answers through the Bridge Teams Channel to assist team members and other departments as needed.
• Review and process payroll for each team member, ensuring accurate and timely submission.
• Participate in QA calibration sessions to ensure consistency across the team.
• Ensure effective team collaboration and foster a positive working environment.
• Collaborate with the leadership team on opportunities and suitable training and QA tactics.
• Maintain detailed training records, track progress, and generate reports on training effectiveness to management.

Qualifications

Basic Requirements

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
• Excellent interpersonal and communication skills
• Excellent organizational skills.

Desired Qualifications

• Strong leadership and coaching abilities.
• Excellent communication and interpersonal skills.
• Ability to analyze and interpret performance data.
• Problem-solving skills with the ability to handle escalated issues effectively.

Additional Job Requirements

• Must be willing to work in Orlando, FL
• Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.
• Must be willing to work on weekends.

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to AccessibilitySupport@nbcuni.com.

Although you'll be hired as an NBCU employee, your employment and the responsibilities associated with this job likely will transition to Versant in the future. By joining at this pivotal time, you'll be a part of this exciting company as it takes shape.

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