The Operations Manager will lead a team of Call Center Supervisors by providing them with direction, support and career development. The position is responsible for improving customer satisfaction and the productivity and performance of Customer Service Representatives. The Operations Manager will also improve team member satisfaction resulting in the retention of Call Center Supervisors and Customer Service Representatives.
- Follow the directives of the Call Center Director or the Call Center Operations Senior Manager.
- Provide customer service to all internal customers of Asurion.
- Collaborate and cooperate with other functional areas including Human Resources, Training, Workforce, Marketing and Finance/Payroll.
- Foster a team environment with peers on the supervisor team.
- Provide leadership, direction, support and career development to Call Center Supervisors in a manner that is consistent with Asurion's core values and business objectives.
- Train, motivate and coach the Call Center Supervisors on the essential skills needed by each team member to succeed in their job.
- Appropriately prioritize team goals and individual goals to effectively achieve business objectives.
- Communicate frequently and openly to motivate team members to achieve the Call Center's goals. Actively seek input from team members who will be impacted by any change to existing operations.
- Provide rewards and recognition to top performers.
- Continually seek opportunities to improve Call Center operations including people, processes and technologies.
- Ensure that team, client and subscriber expectations are met and exceeded.
- Collaborate with Workforce Management to implement their recommendations for improving operational efficiencies.
- Collaborate with Human Resources to ensure that policies and procedures are consistently and fairly applied.
- Work with the Quality Department to ensure consistency in call evaluations and that quality objectives are achieved.
- Assists the Call Center Director/Senior Manager with strategic planning as it pertains to Call Center operations.
- Maintain an excellent working knowledge of the entire Call Center operation, as well as developing Call Center projects.
- Update and continuously develop knowledge of products, processes and Call Center trends to provide recommendations that improve the customer experience, employee satisfaction and corporate performance.
- Develop and implement standard operating procedures for Call Center departments and ensure best practices are maintained.
- Manage changing priorities in a multitasking environment.
- Help to manage Call Center budget and understand the impact of decisions and actions based on the overall company financial performance.
- Work on special projects as requested.
- Quickly resolve concerns and problems within the Call Center.
- Commitment to achieve all goals and objectives.
- Establish a strong leadership presence within the Call Center by being involved and interactive while on the Call Center floor and by being approachable.
- Maintain an open-door relationship with all employees.
Here's what you'll bring to the team:
- College degree or equivalent experience required-advanced degree(s) or certification (s) preferred
- Minimum of 5-8 years call center experience required, with at least 2-3 years at the manager level
- Must have current experience managing technical/telco & sales program
- Exudes the ability to inspire, motivate and impact others to achieve
- Demonstrated excellence in communication (written and verbal) with internal and external customers
- Results-driven, action-oriented, and self-motivated mindset
- Strong ability to present both strategy and performance of execution to executive leadership team on a weekly basis
- Experience leading strategic business transformational activities
