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.
Work Arrangement: Onsite
Location: Clark
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
• Follows directives of Site Director
Here’s what you’ll bring to the team:
• 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
• 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
• 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