Director, 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.

We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.

What you will be doing:

As Director, Call Center Operations you are highly visible, dynamic, and not shy of results. In this leadership role, you foster healthy relationships with internal business partners, and promote a healthy work/life balance. You value a people-oriented culture and encourage collaboration and teamwork. You are gratified when setting employees on professional development journeys and consider their achievements your success.

You bring with you extensive Call Center, operational, customer service, and sales leadership experience lending to strength in the following areas: developing new leaders, establishing, implementing and setting controls around processes, instilling best practices, goal setting, and exemplifying key leadership traits such as integrity, drive for results and celebrating success.

Your dedication to the success of day-to-day operations, profitability of the Call Center, and driving a culture of customer service and sales is visible through the team's results. You are the expert resource for processes and tasks associated with the Call Center. You evaluate and report key performance metrics with the confidence to share the credit and the blame. You are familiar with rapid growth in the Call Center environment, possess the desired skills and background to support large-scale sales team operations, and have proven ability in stabilizing an organization through effective programs.

Essential Duties and Responsibilities:

Managing daily Call Center performance ensuring high levels of Customer Service
Driving sales, operational, and customer service metrics by communicating expectations, motivating, and holding all leaders accountable for the performance and behaviors of the entire team
Driving and motivating the team to master sales behaviors and resources, customer service capabilities, and deep Connected Home product knowledge
Using data to identify trends and insights, root cause, anticipate challenges, and developing team-wide action plans that drive sales and operational performance consistent with Asurion's Core Values
Collaborating with business partners to proactively develop improvement initiatives
Conduct periodic employee reviews with call center management and employees and meet 100% annual reviews as directed by Senior Leadership and Human Resources
Conduct other responsibilities as set by Customer Care Leadership
Successfully lead up to 500+ call center agents and management team
Motivating and generating enthusiasm among employees, thereby promoting excellent morale
Providing honest and timely performance and culture-fit feedback while identifying opportunities for growth and learning
Creating, recommending, and implementing a Call Center growth strategy
Developing and managing the annual departmental budget, including identification of and clear justification of key variances to the senior Call Center leadership team
Assist Senior Stakeholders in establishing clear roles, direction, responsibilities, and performance requirements for the Call Center Management team
Assist in skills assessment by measuring and reviewing periodic performance, delivering feedback, assessing reactions, and responding appropriately
Promote retention of valuable resources and develop capabilities to advance key business initiatives
Assist the Senior Stakeholder in providing strategic and tactical planning for the Call Center to ensure quality interactions with clients, subscribers, associate satisfaction, and operational effectiveness
Perform cost-benefit analysis and identify cost efficiencies and savings opportunities
Lead Enterprise-wide initiatives to advance performance in all call centers
Assist Senior Stakeholders in defining Call Center KPI's and effectively implement them

We take care of you (benefits/perks):

Competitive pay and benefits including health, dental, and vision
Retirement savings plan
Paid time off
Continuing education support
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.

Director, Customer Solutions Operations