Call Center Supervisor

1 week ago

Morong, Philippines Asurion Full time

Overview

Call Center Supervisor (with 30k Sign-on Bonus*) – Asurion, Clark Freeport and Special Economic Zone, Central Luzon, Philippines.

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.

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, operating systems, and current product offerings 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 of Representatives.
  • Communicate company policies, procedures, and best practices to Representatives.
  • Practice and ensure compliance with Asurion and client policies and procedures.
  • Follow directives from Call Center Management (Managers, Directors, etc.).
Qualifications
  • 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.
  • Be computer literate with an ability to type 25-35 words per minute and learn new call center software.
  • Must be able to pass a hiring assessment, covering soft skill scenario modeling, business decisions, and product knowledge.
  • Must be able to obtain P&C insurance licensing within first six months on the job (Care Operations only).
  • Bachelors or Associates degree from an accredited institution.
  • Must have at least 1-year experience in a management position (preferred call center experience).
  • Must demonstrate a track record of building teams who consistently exceed client expectations.
Benefits
  • 30k Sign-on Bonus if you start by October (Terms and conditions apply).
  • Competitive pay and benefits including health, dental, and vision.
  • Retirement savings plan.
  • Paid time off.
  • Continuing education support.
  • Ongoing training to grow your skills.
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