TheOperations Manager will lead a team of Call Center Supervisors 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 Customer Service Representatives.Improve team member satisfaction by creating an environment consistent with Asurion’s Core Values, resulting in retention of Call Center Supervisors and Customer Service Representatives.

Oversee the day-to-day operations of the CSR Team in accordance with Asurion’s Core Values by providing outstanding service to both internal and external customers. Position responsibilities include coaching and development of CSRs to meet and exceed established call center goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment.

The Primary Duties and Responsibilities:


Follows directives of Call Center Director or Sr. Manager Call Center Operations.


Provides customer service to all internal customers of Asurion


Collaborates and cooperates with other functional areas including; Human Resources, Training, Workforce, Marketing, and Finance/Payroll


Fosters a team environment with peers on the supervisor team


Provide leadership, direction, support and career development to Call Center supervisors in a manner consistent with Asurion’s Core Values and business objectives


Train, motivate and coach the Call Center Supervisors on the essential skills to meet that each team member has the tools 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 the Call Center’s Goals.


Actively seeks input from team members who will be impacted by any changes to existing operations


Provides rewards and recognition for top performers


Continually seeks opportunities to improve call center operations, including people, processes, and technologies


Ensure that team member, client, and subscriber expectations are met and exceeded


Collaborate with Workforce Management to implement their 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 to ensure consistency in call evaluations and that quality objectives are achieved


Assists Call Center Director/ Sr. Manager with strategic planning as it pertains to Call Center Operations


Maintains an excellent working knowledge of the entire Call Center operation, as well as developing Call Center projects


Update and continuously develop knowledge of products processes, and call center trends to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance


Develop and implement standard operating procedures for Call Center departments and ensures best practices are maintained


Manage changing priorities in a multi-tasked environment


Help to manage Call Center budget and understand the impact of decisions and actions based on the overall company financial performance


Work on special projects, as requested


Ability to quickly resolve concerns and problems within the Call Center


Demonstrates a commitment to achieve all goals and objectives


Establishes a strong leadership presence within the Call Center by being involved, interacting on the call center floor, and being approachable


Maintains an open door relationship with all employees.


Other duties as assigned


Requirements:


Proven and demonstrable leadership, management and motivational skills


College degree or equivalent experience required-advanced degree(s) or certification (s) preferred


Minimum of 5-8 years call center experience required, with at least 2-3 years at the manager level


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 ACD, workforce management agent productivity tools, and quality management tools.


Proficiency using MS office


Licensing:

This position may require that you hold a valid insurance license. Failure to pass the insurance license exam or an inability to obtain or maintain the required license(s) will result in forfeiture of the position.

If you are not currently licensed, but have taken and failed the insurance licensing exam or have otherwise been unable to complete the licensing application process, you will not be eligible to post for this position.

About Asurion:
Asurion is the global leader in technology protection services. From lost, stolen and damaged wireless handsets to malfunctioning computers,gaming systemsand more, Asurion, together with sister-company NEW, provides more than200 million consumers worldwide with best-in-class service, repair, replacementand delivery. The company also provides products which can protect a consumer’s wireless content and software. Asurion is the exclusive provider to many of the world's premier telecommunicationsand retail companies. The company is privately-held with more than10,000 employees and operates in six countries across three continents. For more information, please visit .
EOE/M/F/DV