Senior Supervisor, Member Relations
Company: Disability Solutions
Location: Plano
Posted on: April 28, 2024
Job Description:
ABOUT THE ROLE We are looking for a Member Relations Supervisor
to join our globally diverse and talented team. The candidate hired
into this position will be focused on supporting a diverse group of
service and support professionals in our Member Relations line of
business (LOB). The Member Relations LOB supports our Members,
Member Support Associates, internal stakeholders & cross-functional
teams through live channels, email, and special projects to support
business needs. In this role you will be accountable for providing
leadership, direction, development and supervision to a team of
7-15 team members working in various positions within Member
Relations. Key responsibilities include, but are not limited to,
allocating and directing workloads to meet productivity and service
level goals, managing to our Quality and CSAT expectations,
coaching and developing your team, and serving as a conduit &
escalation point for your team working to resolve complex issues
quickly and efficiently. It is critical that you understand
Peloton's business and organizational objectives and translate them
into relevant team tasks. This entails building and implementing
action plans based on KPI, metrics, and targets that have been
established. YOUR DAILY IMPACT AT PELOTON
- Provide consistent coaching to your team to deliver on KPIs,
metrics, targets & service level commitments. Daily coaching of
your team will be critical.
- Communicate team and organizational goals and objectives.
- Analyze and define individual and team performance
patterns/trends to ensure the level of service provided is in line
with predefined standards.
- Plan for and execute ways to recognize, motivate and create a
high level of engagement across the team.
- Oversee the day to day operations within the Member Relations
LOB assigning tasks in a way that ensures optimal coverage and
efficiency.
- Actively monitor the channels and projects that your team
supports, maintaining focus on high efficiency, accountability for
outstanding performance levels, and to provide real-time feedback
on opportunities for gap closure.
- Build, evaluate, and change course as needed while challenging
the status quo and recommending improvements.
- Quickly adapt to changing needs, constructively contribute to
business strategies, and support our organization's evolution.
- Work well under pressure, effectively balance multiple
concurrent demands, and appropriately prioritize
responsibilities.
- Collaborate effectively on large-scale/high visibility projects
with staff across different departments throughout the
organization.
- Provide support to our executive team and other senior leaders
with complex organizational responsibilities serving as a primary
point of contact and liaison between their team, Member Relations,
and Member Support.
- Independently complete assigned non-routine tasks to meet
goals, which may require working with and/or being a part of a
cross-functional team. YOU BRING TO PELOTON
- 3+ years of leadership experience inclusive of 2+ year
experience leading a virtual team
- 4+ years experience in a medium to large call center
environment
- Excellent written and verbal communication skills
- High level of professionalism with previous experience
interacting with high level executives
- Proven experience with performance management and developing
talent
- Demonstrated critical thinking skills & ability to execute on
multiple priorities simultaneously
- Appropriate technical skills and working knowledge of G-Suite,
Zendesk, & the other systems/tools leveraged at Peloton with the
demonstrated ability to learn new platforms/technologies
- Embraces & thrives on change
- Responsive, flexible, adaptable
- Strong analytical skills - able to understand, interpret, and
manipulate data & spreadsheets
- Proven ability to operate with discretion and confidentiality
regarding sensitive information. #LI-EN1 ABOUT PELOTON: Peloton
(NASDAQ: PTON), provides Members with expert instruction, and world
class content to create impactful and entertaining workout
experiences for anyone, anywhere and at any stage in their fitness
journey. At home, outdoors, traveling, or at the gym, Peloton
brings together immersive classes, cutting-edge technology and
hardware, and the Peloton App with multiple tiers to personalize
the Peloton experience [with or without equipment]. Founded in 2012
and headquartered in New York City, Peloton has millions of Members
across the US, UK, Canada, Germany, Australia, and Austria. For
more information, visit www.onepeloton.com. At Peloton, we motivate
the world to live better. "Together We Go Far" means that we are
greater than the sum of our parts, stronger collectively when each
one of us is at our best. By combining hardware, software, content,
retail, apparel, manufacturing, Member support, and so much more,
we deliver an exhilarating fitness experience that unlocks our
members' greatness. Join our team to unlock yours. Peloton is an
equal opportunity employer and complies with all applicable
federal, state, and local fair employment practices laws. Equal
employment opportunity has been, and will continue to be, a
fundamental principle at Peloton, where all team members,
applicants, and other covered persons are considered on the basis
of their personal capabilities and qualifications without
discrimination because of race, color, religion, sex, age, national
origin, disability, pregnancy, genetic information, military or
veteran status, sexual orientation, gender identity or expression,
marital and civil partnership/union status, alienage or citizenship
status, creed, genetic predisposition or carrier status,
unemployment status, familial status, domestic violence, sexual
violence or stalking victim status, caregiver status, or any other
protected characteristic as established by applicable law. This
policy of equal employment opportunity applies to all practices and
procedures relating to recruitment and hiring, compensation,
benefits, termination, and all other terms and conditions of
employment. If you would like to request any accommodations from
application through to interview, please email:
applicantaccommodations@onepeloton.com Please be aware that
fictitious job openings, consulting engagements, solicitations, or
employment offers may be circulated on the Internet in an attempt
to obtain privileged information, or to induce you to pay a fee for
services related to recruitment or training. Peloton does NOT
charge any application, processing, or training fee at any stage of
the recruitment or hiring process. All genuine job openings will be
posted on our careers page and all communications from the Peloton
recruiting team and/or hiring managers will be from an @ email
address. If you have any doubts about the authenticity of an email,
letter or telephone communication purportedly from, for, or on
behalf of Peloton, please email
applicantaccommodations@onepeloton.com before taking any further
action in relation to the correspondence. Peloton does not accept
unsolicited agency resumes. Agencies should not forward resumes to
our jobs alias, Peloton employees or any other organization
location. Peloton is not responsible for any agency fees related to
unsolicited resumes.
Keywords: Disability Solutions, Frisco , Senior Supervisor, Member Relations, Other , Plano, Texas
Didn't find what you're looking for? Search again!
Loading more jobs...