Call Center Supervisor

Supervisor, 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 does go wrong. 

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 Supervisor, Call Center Operations is responsible for organizing and directing the daily activities of a tech support call center operation. They will build, manage, and coach teams of Representatives who are able to provide exceptional customer service, deliver consistent sales results, and execute tasks 
effectively. The Supervisor will be accountable for resolving system outages, ensuring Representatives are meeting quality standards outlined in client contracts, calculating, and coaching to call center performance metrics, monitoring sales performance, and analyzing reports to ensure efficiency and effectiveness. They will coach Representatives to effectively engage with customers to solve tech issues, consistently offer our Connected Home product, understand their technology, and upsell other protection/tech support solutions based on their needs.
 
Essential Duties and 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 (wireless technology, wireless equipment, applications, etc.), operating systems (Windows, Android, Blackberry OS, Apple iOS, etc.), and current product offerings (Smart Home Support, etc.) 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 or Representatives

• Communicate company policies, procedures, and best practices to Representatives

• Practice and ensure compliance with Asurion and client policies and procedures 

• Follows directives from Call Center Management (Managers, Directors, etc.) 

• To ensure we have adequate staff to meet our contractual service level requirements, regular and reliable attendance at the place of work is required 

• Maintains excellent relations with all internal and external customers of Asurion

• Interacts and assists with other Supervisors on the team and various support functions, including Quality, Tech Leads, Training, etc. 

• Other duties as assigned

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

• 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

• Must have 5 years leadership experience & has managed technical & sales program for 2 years

• Bachelors or Associates degree from an accredited institution 
experience) 

• Work environment: Reporting onsite on a permanent graveyard shift. Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peak hours.

• Schedules: Flexible to work all shifts as required (evenings, weekends, and holidays) 

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