Coraopolis, Pennsylvania
At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.
If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!
OVERVIEW:
Summary
The Manager of Internal Service will lead and oversee our internal customer service call center team. The Athlete Engagement Supervisors will report directly to the Manager who will be responsible for monitoring and communicating the health and stability of the internal operations. The Manager will drive performance improvements to ensure the team is consistently providing a legendary service experience. This role involves developing and implementing strategies to enhance athlete (customer) and teammate (employee) satisfaction, optimize operational efficiency, and foster a positive work environment for team members.
Job Duties & Responsibilities
Oversee daily call center operations, including scheduling, staffing (attendance), and workflow management to ensure optimal coverage and efficiency. Monitor key performance indicators (KPIs) and metrics such as call volume, average handle time, customer satisfaction, escalation rate, appeasements, interaction completion and back-office queue volume. Communicate call center performance, operational metrics and teammate development opportunities to senior leadership and recommend performance improvements. Meet daily with Supervisors to review contact drivers, tech issues (ESOC) and performance issues and create operational game plans to help the team succeed. Communicate any process, policy, departmental or organizational announcements from Sr Leadership down to the internal team.
Lead, motivate and manage a team of Supervisors to promote the success of their teammates through our operational goals and KPIs. Monitor the performance of each Supervisor’s team and help support them by reviewing documented action plans (coaching notes) and teammate goals within the Scorecard. Ensure that that 1:1 coaching, Quality Assurance (QA) and performance metrics are being met by each team. Partner closely with HR and Sr. Leadership to ensure adherence to policy and implement change that positively supports high quality service delivery. Develop top performers and continually find opportunities to elevate and motivate them into stretch assignments. Keep constant communication open and documented with Sr. Leadership on any individual or team performance concerns.
Collaborate with Learning & Development to support new hire training, create continual training opportunities for tenured teammates, share knowledge gaps and monitor Quality Assurance practices to ensure consistent service standards across the team. Identify areas for process optimization and implement changes to enhance efficiency and effectiveness. Collect and analyze athlete feedback to identify trends and areas for improvement. Share insights and feedback with external BPOs to help improve the partnership and service delivery between teams.
Regularly acknowledge and reward individual and team achievement, through formal and informal recognition. Develop and support engagement activities across the team to foster inclusivity, promote overall satisfaction and prevent teammate burnout. Consistently meet with direct team through team huddle and staff meetings, as well as prepare and lead team townhalls and events.
QUALIFICATIONS:
Bachelor's Degree, Operations, Business Management, Communications
5-7 years of experience
At least 3 years of experience in direct development and management of a team. Customer Service/retail.
Knowledge of customer needs, expectations, and behaviors to tailor service approaches
Ability to inspire and motivate a team, fostering a positive and productive work environment
Familiarity with call center technologies like CRM systems, IVR systems, Order and workforce management tools
Skills in managing and resolving conflicts, both among team members and between athletes and the service team
Strong verbal and written communication skills to interact effectively with staff, our athlete and other stakeholders
Knowledge of key performance indicators and how to interpret data to assess team performance and customer satisfaction
Local to CSC and is able to travel into the office
Available outside normal business hours in the event of an operational service issue
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