Call Center Supervisor

3 weeks ago

Philippines Asurion Full time

The Call Center Supervisor/Coach leads a team of associates by monitoring and managing their daily activities and performance. The Coach is responsible for providing constructive feedback, implementing corrective actions if necessary, and ensuring that the team meets client metric obligations daily. The Coach acts as the point of contact for escalations and must notify the Operations Manager of all issues arising from both external and internal customers.

  • Review and monitor the daily activities and performance of the team, including attendance, call coverage, claim procedures, and quality standards.
  • Track, report, and maintain quality, attendance, productivity, and service measures.
  • Ensure the team meets client metric obligations.
  • Handle escalated customer claims as needed.
  • Notify the Operations Manager daily of issues from customers and employees.
  • Conduct informal and formal performance reviews, and take corrective actions when necessary.
  • Manage performance evaluations and administer progressive discipline as needed.
  • Participate in client and program-specific meetings, offering recommendations for improvements.
  • Contribute to decisions regarding systems, tools, and processes.
  • Assist the Manager and HRD by reporting changes related to employee schedules, terminations, leaves, vacations, and illnesses.
  • Develop customer service capabilities through regular coaching using the Asurion ADAPT model, providing practical tools to proactively manage call quality.
  • Conduct call assessments and real-time feedback to ensure quality standards are consistently met.
  • Provide floor support and coordinate with other departments as appropriate.
  • Ensure all Experts understand and adhere to company policies and procedures, and communicate changes effectively.
  • Manage performance issues, including performance improvement plans and disciplinary actions, ensuring consistency.
  • Maintain high morale within teams through regular recognition and rewards activities.
  • Model Asurion’s core values and leadership principles, ensuring all team members embrace them daily.
Welcome

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About Us

Asurion is a global tech solutions leader that fosters a work culture where employees are valued at all levels. Our products and services help nearly 300 million customers worldwide.

The Asurion Way guides our values and emphasizes that how we work is just as important as the work itself. Our principles include:

  • Customer First: Providing excellent service through empathetic, helpful, and simple interactions, starting with listening.
  • One Team: Success depends on collaboration, humility, and embracing diverse viewpoints.
  • Divine Discontent: We are proactive, start small, scale with success, and aim to deliver the best products and services.
  • Act with Integrity: We take ownership, build trust, and do what is right, even when no one is watching.

Asurion is an equal opportunity employer. We hire the best available person regardless of marital status, sex, gender orientation, age, religious belief, race, nationality, ethnicity, color, or disability.

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