Senior Manager, Call Center Operations

Senior Manager, Call Center Operations – We would love for you to explore other opportunities within Asurion.

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 does go wrong.

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.

• Collaborates and follows directives of Site Director
• Provides 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 the performance and behaviors of their teams
• Develop the team to drive mastery of sales behaviors and resources, customer service capabilities, and deep Connected Home product knowledge
• Use data to identify trends and root cause and develop action plans for the team to drive sales and operational performance consistent with Asurion's Core Values
• Collaborates and cooperates with other functional areas including Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services
• Fosters a cooperative team environment within the management team and site
• Provide leadership, direction, support and career development to Customer Solutions organizations, management, and teams in a manner consistent with Asurion's Core Values and business objectives
• Lead Managers to support their teams to train, motivate and coach the leaders on the essential skills to ensure each team member has the tools to succeed
• Appropriately prioritize site, team, and individual goals to effectively achieve business objectives
• Actively seek input from team members to understand successes and opportunities and leverage input to make improvements
• Help to develop, 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 that policies and procedures are consistently and fairly applied
• Work with the Quality department and Operations Managers to ensure consistency in call evaluations and that quality objectives are achieved
• Assist Site Director with strategic planning as it pertains to Operations
• Represent 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
• Help to develop and manage strategies and action plans to manage site and enterprise employee retention and satisfaction
• Help to manage the site's budget and understand the impact of decisions and actions based on the overall company financial performance

• 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 experience motivating teams to achieve sales metrics
• Proven leadership, management, and motivational skills
• College degree or equivalent experience required; advanced degrees or certifications 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
• Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior
• Inspires, motivates and influences others to achieve
• Exhibits excellent written and verbal communication with internal and external customers
• Results-driven, action-oriented, and self-motivated
• Experience in a fast-paced, entrepreneurial environment with ability to handle change and ambiguity
• Experience with call center technology, including ACD, workforce management tools, and quality management tools
• Proficiency using MS Office

• Competitive pay and benefits including health, dental, and vision
• Retirement savings plan
• Paid time off
• Continuing education support
• Ongoing training to grow your skills

Asurion helps people protect, connect and enjoy the latest tech – to make life a little easier. Every day our 19,500 experts help nearly 300 million people around the world solve the most common and uncommon tech issues. We're just a call, tap, click or visit away for everything from getting a same-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps or bewilderment. We think you should stay connected and get the most from the tech you love... no matter the type of tech or where you purchased it.