.
Supervisor, Call Center Operations
For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry but in creating a culture where employees feel valued. At Asurion, we don't just provide customers with exceptional service we create a positive experience for our employees, helping them grow their careers while they help customers enjoy and do more with their technology.
Details about the role:
The Supervisor of 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 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.
What you will be doing:
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 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
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.
To ensure we have adequate staff to meet our contractual service level requirements, regular and reliable attendance at the place of work is required.
Interacts and assists with other Supervisors on the team and various support functions, including Quality, Tech Leads, Training, etc.
Here's what you'll bring to the team:
Bachelor's or Associate degree from an accredited institution
At-least 3-years experience in a management position (preferred sales call center experience)
Ability to manage time effectively and work independently in a fast-paced environment with shifting priorities.
Must have excellent interpersonal skills and build effective relationships with direct reports and internal and external professionals.
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.
Bring energy needed to motivate Representatives to support, sales, meet metrics, and exceed client expectations.
Computer literacy (type 25-35 words per minute and learn call center software)
Must be able to obtain P&C insurance licensing within first six months on the job (Care Operations only)
Bilingual skills a plus
Ability to spend 4-8 hours per day sitting and working at a computer in a call center environment (noise levels, using headset 90% of the time)
Schedules: Permanent Night Shift
We take care of you:
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.
