[Remote] Runner Experience Supervisor - DTR at Brooks Running

The Runner Experience Supervisor is responsible for managing daily staffing needs and adjusting schedules to meet service levels. They will collaborate with training and leadership to ensure process documentation is current. The supervisor will use KPI reporting to inform decisions about queue assignments and time management, and assist team members with customer requests to meet service levels. They will also support escalated customer situations, guide Senior Specialists and Team Leads, manage team attendance and counseling, and foster continuous improvement within the team. Participation in recruitment, conducting interviews, and providing candidate feedback are also key responsibilities, along with partnering with the Channel Manager on hiring decisions. Ensuring a feedback loop with cross-functional partners and driving a culture of exceptional service are crucial, as is being responsible for the employee experience and leading with compassion and empathy. Facilitating team meetings and performing Quality Assessment reviews with feedback and coaching are also part of the role.