Senior Manager, Call Center Operations

Senior Manager, 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 goes wrong. Job Summary The Senior Manager, Call Center Operations will lead a team of Managers by providing direction, support, and career development. The role involves enhancing processes to improve customer satisfaction, increase productivity, and meet performance goals while maintaining an environment consistent with Asurion’s Core Values. Essential Duties and Responsibilities The Senior Manager will lead managers, provide direction, support, and career development. Demonstate innovation by enhancing or creating processes that improve customer satisfaction, increase productivity, and improve performance of all clients and teams. Improve team member satisfaction by creating an environment consistent with Asurion's Core Values. Oversee operations of assigned clients and/or teams in accordance with Asurion's Core Values, providing outstanding service to internal and external customers. Coach and develop Managers and teams to meet and exceed established call center and sales goals, ensuring adherence to business processes and policies. Collaborate and follow directives of Site Director. Provide exceptional customer service to all internal customers of Asurion. Drive sales, operational, and customer service metrics by communicating expectations, motivating, and holding Managers accountable for their teams. Develop the team to drive mastery of sales behaviors, customer service capabilities, and deep Connected Home product knowledge. Use data to identify trends and root causes and develop action plans to drive sales and operational performance consistent with Asurion’s Core Values. Collaborate and cooperate with Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services. Foster a cooperative team environment within the management team and site. Provide leadership, direction, support, and career development to Customer Solutions organizations, management, and teams. Lead Managers to support their teams in training, motivating, and coaching leaders to meet essential skills. Appropriately prioritize site, team, and individual goals to achieve business objectives. Actively seek input from team members to understand successes and opportunities and leverage input to make improvements. Help define and execute a culture that leverages rewards and recognition. Continually seek opportunities to improve operations, including people, processes, and technologies. Ensure that team member, client, and customer expectations are met and exceeded. Collaborate with Workforce Management to implement recommendations for improving operational efficiencies. Collaborate with Human Resources to ensure policies and procedures are consistently and fairly applied. Work with the Quality department and Operations Managers to ensure consistency in call evaluations and achieve quality objectives. Assist Site Director with strategic planning as it pertains to Operations. Represent Asurion in client interactions to include supporting client requested changes and representing customer experience feedback. Maintain an excellent working knowledge of the entire operation and lead and develop department projects. Update and continuously develop knowledge of products, processes, and call center trends to provide recommendations that improve customer experience, employee satisfaction, and enterprise performance. Help develop and manage strategies and action plans to manage site and enterprise employee retention and satisfaction. Help manage the site’s budget and understand the impact of decisions and actions on overall company financial performance. Qualifications Ability to quickly resolve concerns and problems within the Department. Demonstrates a commitment to achieve all goals and objectives, including sales performance metrics. Establishes a strong leadership presence within the Department by being involved, interacting on the call center floor, and being approachable. Energy and excitement motivating teams to achieve sales metrics. 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 of call center experience, with at least 3-5 years at the manager level and 2-3 years directly managing manager-level employees. Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior. Exudes the ability to inspire, motivate, and influence others to achieve. Demonstrated excellence in communication (written and verbal) with internal and external customers. Results-driven, action-oriented, and self-motivated mindset. Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity. Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools. Proficiency using MS Office. Benefits 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. Every day our 19,500 experts help nearly 300 million people around the world solve the most common and uncommon tech issues. #J-18808-Ljbffr