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.
Job Purpose
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.
Key Accountabilities
- 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 claims as needed.
- Notify the Operations Manager on a daily basis of all issues that arise from the customers and the employees.
- 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 and/or program specific 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.
- Develop Experts customer service capability through regular coaching (using the Asurion ADAPT model) including providing them with the practical tools to proactively manage their call quality
- Conduct call assessments and in the game / moment feedback for our Experts to ensure the center consistently meets the expectations of the quality framework
- Provide floor support for the center and refer to other colleagues / departments where appropriate
- Ensure all Experts understand, implement and operate within company policies and operating procedures Ensure all direct reports understand Asurion's mission, vision and strategic business initiatives (this includes ensuring any changes are communicated accurately in a timely manner)
- Carry out performance management activity where required including performance improvement plans (PIPs) through to formal disciplinary ensuring consistency across the center
- Build and maintain a high level of morale in teams to assist with productivity including conducting regular R&R activity
- Act as a role model of Asurion's core values and leadership principles, ensuring all Experts understand and embrace them as part of their everyday actions
