Senior Manager, Call Center Operations

4 days ago

Philippines Asurion Full time

The Senior Manager, Call Center Operations will lead a team of Managers by providing them with direction, support, and career development.Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of all clients and teams.Improve team member satisfaction by creating an environment consistent with Asurion's Core Values, resulting in retention of leaders and representatives. The Senior Manager will oversee the operations of assigned clients and/or teams in accordance with Asurion's Core Values by providing outstanding service to both internal and external customers and cultivating a culture of customer service and sales. This position is responsible for understanding and complying with operational contractual requirements of Asurion's clients. Position responsibilities include coaching and development of Managers and teams to meet and exceed established call center and sales goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment.**Essential Duties and Responsibilities:** Develop the team to drive mastery of sales behaviors and resources, customer service capabilities, and deep Connected Home product knowledge Collaborates and cooperates with other functional areas including Human Resources, Training, Workforce, Communications,Customer and Employee Experience, and Client Services Lead Managers to support their teams to train, motivate and coach the leaders on the essential skills to meet that each team member has the tools they need to succeed at their job Work with the Quality department and Operations Managers to ensure consistency in call evaluations and that quality objectives are achieved Represents Asurion in client interactions to include: Supporting and facilitating client requested changes and representing customer experience feedback Maintains an excellent working knowledge of the entire operation, as well as leading and developing department projects Update and continuously develop knowledge of products processes, and call center trends to provide recommendations that improve the customer experience, employee satisfaction, and enterprise performance Ability to quickly resolve concerns and problems within the Department Proven and demonstrable leadership, management, and motivational skills College degree or equivalent experience required-advanced degree(s) or certification (s) preferred Minimum of 7-10 years call center experience required, with at least 3-5 years at the manager level and 2-3 years directly managing manager level employees Exudes the ability to inspire, motivate and influence others to achieve Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools. Proficiency using MS office **We take care of you (benefits/perks):**Competitive pay and benefits including health, dental, and vision Continuing education support Ongoing training to grow your skills ### WelcomeUse this site to view the status of applications you’ve submitted and to take action on important tasks related to those applications.#J-18808-Ljbffr

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