The Call Center Supervisor/Coach leads a team of associates by monitoring and managing their daily activities and performance. The Coach is also tasked with providing constructive feedback and if necessary any corrective action to ensure that the team meets client metric obligations on a daily basis. The Coach is also the team’s point of contact for escalations and is obligated to notify the Operations Manager of all issues arising from both external and internal customers.Review and monitor the daily activities and performance of the team, which includes attendance, call coverage, claim procedures and quality standards.Track, report and maintain quality, attendance, productivity and service measures.Accountable for ensuring that the team meets client metric obligations.Handle escalated customer calls as needed.Notify the Operations Manager on a daily basis of all issues that arise from the customers and the employees.Monitor associate calls for quality standards and provide constructive feedback.Support training programs and coach toward performance improvement of associates.Conduct informal and formal performance reviews and do corrective action as necessary.Conduct the performance evaluation process and administer progressive discipline as necessary.Attend client meetings and provide recommendations for program and call center improvements.Contribute to decisions related to systems, tools and processes.Assist the Manager and the HRD by reporting changes due to employee work schedules, voluntary and involuntary terminations, leave of absence requests, vacation and illness.
Essential Duties and Responsibilities:
Manage and direct the daily activities and long-term success of Representatives through coaching, training, development, and performance managementAssign tasks, follow-up, answer questions, and give instructions as needed to meet customer needsDrive sales, operational, and customer service metrics by motivating Representatives, holding them accountable for their performance, and providing consistent and targeted feedbackDemonstrate 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 interactionUse data to develop action plans for the team to drive sales and operational performance consistent with Asurion’s Core ValuesAddress and resolve team members internal concerns and questionsMaintain 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 RepresentativesEnsure Representatives receive the appropriate tools, training, and support to apply skills and knowledge and effectively resolve customer issuesProvide professional development and performance management to Representatives to improve efficiency and resultsMeet key performance indicator metrics for call performance measurements and sales goals through development, training, and support or RepresentativesCommunicate company policies, procedures, and best practices to RepresentativesPractice and ensure compliance with Asurion and client policies and proceduresFollows directives from Call Center Management (Managers, Directors, etc.)Here’s what you’ll bring to the team:
• Bachelors or Associates degree holder and/or experience preferred
• Must have at least 3-year experience in a management position (preferred call center experience)
• Must demonstrate a track record of building teams who consistently exceed client expectations
• 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