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November 19, 2019  
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Call Center Manager

Position Description

The Operations Manager, Customer Solutions will lead a team of Center Supervisors/Coaches 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 Supervisors/Coaches and Representatives. Improve team member satisfaction by creating an environment consistent with Asurion's Core Values, resulting in retention of Center Supervisors/Coaches and Representatives.


Oversee the day-to-day operations of the team in accordance with Asurion's Core Values by providing outstanding service to both internal and external customers. Also responsible for understanding and complying with operational contractual requirements of Asurion's clients. Position responsibilities include coaching and development of Supervisors/Coaches 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 Site Director.

Provides exceptional 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 cooperative team environment on the supervisor team

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

Train, motivate and coach the 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 PSS 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 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 Director with strategic planning as it pertains to Operations

Maintains an excellent working knowledge of the entire operation, as well as 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 corporate performance

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


Qualifications:

Ability to quickly resolve concerns and problems within the Department

Demonstrates a commitment to achieve all goals and objectives

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

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

Demonstrated excellence in communication (written and verbal) with internal and external customers

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

CUS22077 | Nashville | Tennessee | US | 2019/08/21



Additional Information

Employment Type: Full-Time    
Position Location: Nashville, Tennessee


Apply For This Job: Call Center Manager


 

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