Call Center Supervisor

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.

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

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

Bachelors or Associates degree from an accredited institution

Must have at least 1-year experience in a management position in a call center experience

Must demonstrate a track record of building teams who consistently exceed client expectations

Preferably has managed a sales program for at least 2 years.

Physical demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee may spend 4-8 per day sitting and working at a computer. The ability to adjust focus, use hands to grasp, finger, handle, reach or feel and sit for prolonged periods are needed for this position. Typing or otherwise working, primarily with fingers rather than with the whole hand as in handling. Ability to receive detailed information through oral communication utilizing a headset. The employee is regularly required to talk 90+% of the time via a headset

Work environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Brick/Mortar locations – Regularly requires working indoors in environmentally controlled condition. Regularly requires working with other in close proximity and sharing workspaces. Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peak hours.

Training: Routine training classes are required and/or offered during the employee lifecycle. Training may consist of classroom and/or Computer based training (CBT)

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