**_Welcome to Warner Bros. Discovery… the stuff dreams are made of._** **Who We Are…** When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the _storytellers_ bringing our characters to life, the _creators_ bringing them to your living rooms and the _dreamers_ creating what’s next… From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive. **Your new role:** The Supervisor is responsible for supporting frontline, customer-facing team members by handling questions, escalations, team supervision, and other related duties. The Supervisor will also be responsible for monitoring potential bugs and working closely with the Manager to ensure issues are reported, prioritized, and resolved and ensure that company priorities and performance expectations are met. The successful candidate would have supervisory expertise in customer care operations delivering outstanding quality service to audiences and fans through email, social media, and other communication forms. Note: A flexible schedule is needed to accommodate a dynamic business environment, including occasionally participating in an on-call rotation to support special events and content premiers occurring outside of regular business hours, weekends, and holidays. We have monthly in-person events and trainings that will require in-person attendance at least twice a month. We have monthly in-person events and trainings that will require in-person attendance at least twice a month. **Your role accountabilities:** + Manage performance metrics across multiple channels including customer satisfaction, productivity metrics, and service levels. + Drive employee engagement and a high-performance culture ensuring effective performance management, coaching, and development and creating an environment where people can excel through accountability, encouragement, and empowerment + Consistently improve the customer experience by providing insights and recommendations on products and services along with recommendations on how to improve existing processes. + Supervise and monitor agent attendance, performance, and productivity + Provide technical and procedural guidance based on established practices + Point of contact for Manager when they are out and provide support in troubleshooting and customer escalations as well as reporting to the appropriate stakeholders + Help create guidelines and best practices for responding to customers + Assist with employee training in the operation of equipment and in established processes + Review agent interactions with customers, identifying coaching opportunities for development and improvement + Participate in and facilitate special projects as required **Qualification & Experience** + Bachelor’s degree + Advanced english + 5+ years work experience with a minimum of two years of customer service supervisory experience + Ability to redirect and coach for improvement, gauge user ability and modify delivery accordingly + Demonstrate professional customer service skills: solutions mindset, helping to nurture a passion for customer service **Other Nice to Have** + Experience with Zendesk preferred **How We Get Things Done…** This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview. **Championing Inclusion at WBD** Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, union status, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law. If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page (https://careers.wbd.com/global/en/accessibility) for instructions to submit your request.