We would love for you to explore other opportunities within Asurion.
The Supervisor, 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 are able to 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.
Duties & Responsibilities:
- 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 an 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
- Address and resolve team members internal concerns and questions
- Maintain 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
- 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
- Communicate company policies, procedures, and best practices to Representatives
- Practice and ensure compliance with Asurion and client policies and procedures
- Follows directives from Call Center Management (Managers, Directors, etc.)
- To ensure we have adequate staff to meet our contractual service level requirements, regular and reliable attendance at the place of work is required
- Maintains excellent relations with all internal and external customers of Asurion
- Interacts and assists with other Supervisors on the team and various support functions, including Quality, Tech Leads, Training, etc.
- Other duties as assigned
Here's what you'll bring to the team:
- Min. 2yrs. working experience in a call center setup with 2 yrs. in a supervisory position. Must manage a telco or technical support program.
- Preferably has managed a sales program for at least 2 years.
- Must have the ability to handle multiple priorities, work in a fast environment, and manage time effectively
- Must have excellent interpersonal skills and build effective relationships with direct reports and internal and external professionals
- Must be able to lead Representatives to success in call performance metrics and sales goals
- Must have strong written and verbal communication skills
- Be able to collect appropriate data and make decisions quickly
- Bring energy needed to motivate Representatives to support and facilitate sales
- Bachelors or Associates degree from an accredited institution
- Brick/Mortar locations – Regularly requires working indoors in environmentally controlled condition. Regularly requires working with other in close proximity and sharing workspaces. Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peak hours.
- Schedules: Flexible to work all shifts as required (evenings, weekends, and holidays)
About Asurion
At Asurion, every one of us is a leader, from individual contributors to the senior team. We utilize our 5 Leadership Principles to help align and guide us in our everyday interactions.
- Put Customers First
- Play A Team Sport
- Take Ownership
- Collaborate and Then Commit
- Reach Full Potential
Asurion helps more than 300 million people around the world unlock their technology's untapped potential. We create innovative technology solutions that help keep consumers connected, from comprehensive protection to smart tech help that redefines expertise. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurion's 16,000 employees deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services reachable within one touch.
