Supervisor - Collector Services

Role Overview 

The Supervisor- Fan Operations Concierge will be responsible for the leadership, success, and growth of a customer-facing team to help accomplish a range of customer-impacting goals. The Supervisor will be a Fan/employee-focused individual with a cheerful outlook.  Your team, with your guidance, will be handling all contacts on orders in our general e-comm business for memorabilia at Fanatics Authentic.  The focus will be to help ensure we are relentlessly enhancing the Fan Experience by providing support to our passionate memorabilia Fans while meeting or exceeding service levels, KPIs, and NPS while providing a personalized and Fan-focused experience on all interactions.

How you will make an Impact:

• Elevate Customer Loyalty: You will directly influence our customer satisfaction scores by overseeing your team ensuring they deliver consistently outstanding support, turning inquiries into positive experiences and fostering long-term loyalty. Your focus on quality interactions will reduce contacts and increase repeat business.
• Optimize Support Efficiency: By analyzing team performance metrics and identifying areas for improvement, you will streamline our support processes, reduce average handle time without sacrificing quality, and improve first-call resolution rates. This will have a direct impact on our operational efficiency and cost-effectiveness.
• Handle and successfully resolve escalations.
• Empower and Develop Your Team: You will be a catalyst for growth within your team. Through effective training and mentorship, you will develop high-performing agents who are knowledgeable, confident, and passionate about providing exceptional service. This will create a more engaged and skilled workforce.
• Drive Continuous Improvement: Your insights from customer interactions and team performance will be invaluable in identifying trends and opportunities for improvement across our e-commerce platform and support processes. You will actively contribute to enhancing our knowledge base, FAQs, and overall customer journey.
• Foster a Positive and Productive Culture: Your leadership style will set the tone for your team, creating a collaborative, supportive, and results-oriented environment. Train your team, then empower them to make decisions. You will increase team morale, reduce agent attrition, and cultivate a culture where every interaction is an opportunity to delight our Fans.
• Contribute to Strategic Goals: You will play a key role in achieving our broader Fan experience objectives by consistently meeting and exceeding performance targets. Your contributions will directly impact our ability to scale our support operations effectively while maintaining our commitment to exceptional service.

What you bring to the team:

1. Be obsessive about best-in-class customer/ fan experience. across all touchpoints.
2. Proven Leadership and Guidance: You bring a track record of successfully leading and motivating a team to achieve and exceed performance goals. 
3. A Passion for Customer Advocacy: You possess genuine dedication to providing outstanding support and resolving issues effectively. Your commitment to understanding customer needs and advocating for positive outcomes will reinforce our customer-centric culture and build stronger customer relationships.
4. You bring a keen eye for detail and the ability to analyze call center metrics to identify trends, challenges, and opportunities for improvement. Your data-driven/workforce management approach will help us optimize our processes, enhance efficiency, and continuously improve the Fan experience.
5. Exceptional Communication and People Skills: You communicate clearly, professionally, and empathetically with both customers and team members. Your strong people skills will foster positive interactions, resolve conflicts effectively, and contribute to a harmonious and productive team dynamic.
6. Your Understanding of Call Center Best Practices: You bring a solid understanding of industry best practices, call center technologies (CRM, etc.), and strategies for delivering exceptional service. Your knowledge will help us implement innovative approaches and maintain a competitive edge in our support operations.
7. A Collaborative and Positive Spirit: You are a team player who thrives in a collaborative environment and contributes to a positive and supportive workplace. Your enthusiasm and proactive attitude will uplift team morale and create a more engaging and enjoyable work experience.
8. Your Commitment to Continuous Improvement: You are always looking for ways to learn, grow, and improve processes. Your proactive approach to identifying areas for enhancement will drive ongoing development within the team and contribute to our overall success.
9. Highly data/metrics-driven and analytical with a structured problem-solving approach and with a profound understanding 
10. A natural leader who can appeal to all levels of employees and stakeholders. Will bring the drive to push for growth and results and the grit and resilience to devote sustained energy to the goals and pillars of Fanatics Commerce.
11. Assume additional responsibilities as needed.
12. Peak (holiday time) may require additional time.

At Fanatics, we value transparency and honesty. If you don’t meet every single requirement, that’s okay – we still want to hear from you! We believe in the power of diverse experiences and talents. If you’re excited about the role and confident that you can contribute, don’t hesitate to apply. We’re genuinely interested in how your unique skills and perspective can help us build something amazing together.

Where You’ll Work and What’s required:

• This position is can be remote or onsite at our Miramar, FL facility. 

What’s in it for you:

• Culture: Join a team where you're surrounded by top-tier talent, driven by a shared passion to relentlessly enhance the Fan experience. With a focus on collaboration, support, and continuous development, you’ll be empowered to help shape our culture that celebrates both individual and team successes. 

• Benefits: We provide a wide range of health, financial, legal, and development assistance, including wellness programs with fitness and weight management partners, paid maternity paternity leave, and infertility treatment. Additionally, we offer flexible time off to help you recharge, along with a competitive 401k plan to support your financial future. At Fanatics, we are dedicated to supporting you in all aspects of work and life.

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.