The Supervisor, Call Center Operations is responsible for organizing and directing the daily activities of a tech support call center operation. They will build, manage, and coach teams of Representatives who are able to provide exceptional customer service, deliver consistent sales results, and execute tasks effectively. The Supervisor will be accountable for resolving system outages, ensuring Representatives are meeting quality standards outlined in client contracts, calculating, and coaching to call center performance metrics, monitoring sales performance, and analyzing reports to ensure efficiency and effectiveness. They will coach Representatives to effectively engage with customers to solve tech issues, consistently offer our Connected Home product, understand their technology, and upsell other protection/tech support solutions based on their needs.
Essential Duties and Responsibilities:
• Manage and direct the daily activities and long-term success of Representatives through coaching, training, development, and performance management
• Assign tasks, follow-up, answer questions, and give instructions as needed to meet customer needs
• Drive sales, operational, and customer service metrics by motivating Representatives, holding them accountable for their performance, and providing consistent and targeted feedback
• Demonstrate an understanding of sales behaviors and resources and customer service best practices. Ensure Representatives are knowledgeable about the Connected Home product, and Serve, Solve, and Sell in every customer interaction
• Use data to develop action plans for the team to drive sales and operational performance consistent with Asurion’s Core Values
• Address and resolve team members internal concerns and questions
• Maintain working knowledge of multiple hardware platforms (wireless technology, wireless equipment, applications, etc.), operating systems (Windows, Android, Blackberry OS, Apple iOS, etc.), and current product offerings (Smart Home Support, etc.) to provide maximum support to Representatives
• Ensure Representatives receive the appropriate tools, training, and support to apply skills and knowledge and effectively resolve customer issues
• Provide professional development and performance management to Representatives to improve efficiency and results
• Meet key performance indicator metrics for call performance measurements and sales goals through development, training, and support or Representatives
• Communicate company policies, procedures, and best practices to Representatives
• Practice and ensure compliance with Asurion and client policies and procedures
• Follows directives from Call Center Management (Managers, Directors, etc.)
• To ensure we have adequate staff to meet our contractual service level requirements, regular and reliable attendance at the place of work is required
• Maintains excellent relations with all internal and external customers of Asurion
• Interacts and assists with other Supervisors on the team and various support functions, including Quality, Tech Leads, Training, etc.
• Other duties as assigned
Here’s what you’ll bring to the team:
• Must have the ability to handle multiple priorities, work in a fast environment, and manage time effectively
• Must have excellent interpersonal skills and build effective relationships with direct reports and internal and external professionals
• Must be able to lead Representatives to success in call performance metrics and sales goals
• Must have strong written and verbal communication skills
• Be able to collect appropriate data and make decisions quickly
• Bring energy needed to motivate Representatives to support and facilitate sales
• Be computer literate with an ability to type 25-35 words per minute and learn new call center software
• Must be able to pass a hiring assessment, covering soft skill scenario modeling, business decisions, and product knowledge
• Must be able to obtain P&C insurance licensing within first six months on the job (Care Operations only)
• Bachelors or Associates degree from an accredited institution
• Must have at least 3 years experience in a management position (preferred call center experience)
• Must demonstrate a track record of building teams who consistently exceed client expectations
• Physical demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee may spend 4-8 per day sitting and working at a computer. The ability to adjust focus, use hands to grasp, finger, handle, reach or feel and sit for prolonged periods are needed for this position. Typing or otherwise working, primarily with fingers rather than with the whole hand as in handling. Ability to receive detailed information through oral communication utilizing a headset. The employee is regularly required to talk 90+% of the time via a headset
• Work environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
o Brick/Mortar locations – Regularly requires working indoors in environmentally controlled condition. Regularly requires working with other in close proximity and sharing workspaces. Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peak hours.
o Work at Home locations – required that employees work in a distraction-free workplace and is ergonomically set to meet the company’s standards
• Training: Routine training classes are required and/or offered during the employee lifecycle. Training may consist of classroom and/or Computer based training (CBT)
• Schedules: Permanent Night Shift
We take care of you (benefits/perks):
• Competitive pay and benefits including health benefits
. Rice, Meal and Transportation Allowance
• Retirement savings plan
• Paid time off
• 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.