Manager, Call Center Operations

Manager, Call Center Operations

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.

We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.

What you will be doing:

The Manager, Call Center Operations will lead a team of Supervisors by providing them with direction, support, and career development. Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, cultivate sales, and improve the performance of Supervisors and Representatives. Improve team member satisfaction by creating an environment consistent with Asurion’s Core Values, resulting in retention of Supervisors and Representatives. 

Oversee the day-to-day operations of the team in accordance with Asurion’s Core Values by providing outstanding service to both internal and external customers and supporting a culture of customer service and sales. Also responsible for understanding and complying with operational contractual requirements of Asurion’s clients. Position responsibilities include coaching and development of Supervisors to meet and exceed established call center and sales goals, ensuring adherence to established business processes and policies, and creating a positive and rewarding work environment. 

Essential Duties and Responsibilities:

• Follows directives of Site Director
• Provides exceptional customer service to all internal customers of Asurion
• Drives sales, operational, and customer service metrics by motivating Supervisors, holding them accountable for the performance and behaviors of their teams, and modeling how to provide targeted feedback
• Demonstrates mastery of sales behaviors and resources, customer service capabilities, and deep Connected Home product knowledge, and ensures that the Serve, Solve (Resolve), and Sell method is a part of every customer interaction
• Uses data to identify trends and develops action plans for the team to drive sales and operational performance consistent with Asurion’s Core Values
• Collaborates and cooperates with other functional areas including Human Resources, Training, Workforce, Marketing, and Finance/Payroll 
• Fosters a cooperative team environment on the supervisor team 
• Provide guidance, direction, support, and career development to supervisors in a manner consistent with Asurion’s Core Values and business goals 
• Train, motivate and support the Supervisors on the essential skills to meet that each team member has the resources they need to succeed at their job 
• Appropriately prioritize team goals and team member goals to effectively achieve business objectives 
• Communicates frequently and openly, to motivate team members to achieve the goals. 
• Actively seeks input from team members who will be impacted by any changes to existing operations
• Provides rewards and recognition for top performers 
• Continually seeks opportunities to improve operations, including people, processes, and technologies 
• Ensure that team member, client, and subscriber expectations are met and exceeded 
• Collaborate with Workforce Management to implement their recommendations for improving operational efficiencies 
• Collaborate with Human Resources to ensure that policies and procedures are consistently and fairly applied 
• Work with the Quality department to ensure consistency in call evaluations and that quality objectives are achieved 
• Assists Director with strategic planning as it pertains to Operations 
• Maintains an excellent working knowledge of the entire operation, as well as developing department projects 
• Update and continuously develop knowledge of products processes, and call center trends to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance 
• Help to manage budget and understand the impact of decisions and actions based on the overall company financial performance 

Here’s what you’ll bring to the team:

• Ability to quickly resolve concerns and problems within the Department 
• Demonstrates a commitment to achieve all goals and objectives, including sales performance metrics 
• Establishes a meaningful leadership presence within the Department by being involved, interacting on the call center floor, and being approachable 
• Energy needed to motivate Supervisors to support and facilitate sales
• Proven and demonstrable leadership, management, and motivational skills 
• College degree or equivalent experience required-advanced degree(s) or certification (s) preferred 
• Minimum of 5-8 years call center experience required, with at least 2-3 years at the manager level 
• Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior 
• Exudes the ability to inspire, motivate and impact others to achieve 
• Demonstrated excellence in communication (written and verbal) with internal and external customers 
• Results-driven, action-oriented, and self-motivated mindset 
• Must be experienced and comfortable working in a dynamic entrepreneurial environment and able to deal well with change and ambiguity 
• Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools. 
• Proficiency using MS office

We take care of you (benefits/perks):

• Competitive pay and benefits including health, dental, and vision
• Retirement savings plan
• Paid time off
• Continuing education support
• Ongoing training to grow your skills

About Asurion

Asurion helps people protect, connect and enjoy the latest tech – to make life a little easier. Every day our 19,500 experts help nearly 300 million people around the world solve the most common and uncommon tech issues. We’re just a call, tap, click or visit away for everything from getting a same-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps or bewilderment. We think you should stay connected and get the most from the tech you love… no matter the type of tech or where you purchased it.

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