Coaching Consultant

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.

What you will be doing:
The Coaching Consultant will assist Site Leadership in identifying bench strength amongst the Supervisor and Representative populations by auditing coaching sessions between Supervisors and Representatives in order to provide feedback on the quality, quantity and effectiveness of sessions. Track the effectiveness of performance coaching sessions and provide analysis and reporting on the results. Conduct one on one and group coaching sessions with Supervisors and Managers to strategically improve coaching and development techniques. Review and assist with the development of Representative performance action plans and IDPs. Improve team member satisfaction by creating an environment consistent with Asurion's Core Values, resulting in retention of Supervisors and Representatives.

Essential Duties and Responsibilities:

• Audits coaching sessions between Supervisors and Representatives, including KPI reviews, side by sides, live audits, virtual audits, IDP reviews and performance management conversations
• Provides feedback and development to Supervisors as well as read outs to Site Leadership on Results
• Performs analysis and reporting around coaching sessions effectiveness, quality and quantity
• Organizes and drives Business Ops Reviews at the Supervisor Level
• Leads and facilitates training around development and coaching techniques
• Keeps current and certified on all training around coaching and development techniques provided
• Collaborates and cooperates with other functional areas including; Human Resources, Training, Workforce
• Train, motivate and coach the Supervisors on the essential skills needed to ensure each Technician has the tools and skills they need to succeed at their job
• Appropriately prioritize team goals and individual goals to effectively achieve business objectives
• Communicates frequently and openly, to motivate team members to achieve results
• Coach Supervisors to ensure that team member, client, and subscriber expectations are met and exceeded
• Update and continuously develop knowledge of products processes, and tech / call center trends to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance
• Establishes a strong leadership presence within the Tech Center by being involved, interacting on the call center floor, and being approachable

Here's what you'll bring to the team:

• BA/BS Degree preferred or equal work experience
• Proven and demonstrable leadership, motivation and coaching skill sets & techniques
• College degree or equivalent experience required
• 1-2 Leadership Experience
• Minimum 6 months supervisory experience at Asurion preferred
• Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior
• Exudes the ability to inspire, motivate and influence others to achieve
• Exercise good judgment and utilizes creative problem-solving skills
• Appropriately prioritize team goals and individual goals to effectively achieve business objectives
• Demonstrated excellence in communication (written and verbal) with internal and external customers
• Detail oriented and exhibits an urgency to achieve results
• Demonstrates an intense personal commitment to their job
• Strong organizational skills and the ability to handle multiple tasks
• 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, workforce management agent productivity tools, and quality management tools.
• Proficiency using MS office with focus primarily around Excel & PowerPoint
• Minimal Travel Requirements

We take care of you (benefits/perks):

• 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 – 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.