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:
• 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
• 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
Here’s what you’ll bring to the team:
• 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 and experience managing a telco and sales program
• 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
• 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
• Proficiency using MS office; excellent verbal and written English communication skills