Senior Manager, Call Center Operations

Senior Manager, 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.

What you will be doing:

The Senior Manager, Call Center Operations will lead a team of Managers 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 all clients and teams. Improve team member satisfaction by creating an environment consistent with Asurion's Core Values, resulting in retention of leaders and representatives. The Senior Manager will oversee the operations of assigned clients and/or teams in accordance with Asurion's Core Values by providing outstanding service to both internal and external customers and cultivating a culture of customer service and sales. This position is responsible for understanding and complying with the operational contractual requirements of Asurion's clients. Position responsibilities include coaching and development of Managers and teams to meet and exceed established call center and sales goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment.

Essential Duties and Responsibilities:

• Collaborates and follows directives of Site Director
• Provides exceptional customer service to all internal customers of Asurion
• Drives sales, operational, and customer service metrics by communicating expectations, motivating, and holding Managers accountable for the performance and behaviors of their teams
• Develops the team to drive mastery of sales behaviors and resources, customer service capabilities, and deep Connected Home product knowledge
• Uses data to identify trends and root cause and develop action plans for the team to drive sales and operational performance consistent with Asurion's Core Values
• Collaborates and cooperates with other functional areas including Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services
• Fosters a cooperative team environment within the management team and site

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

• Ability to quickly resolve concerns and problems within the Department
• Demonstrates a commitment to achieve all goals and objectives including sales performance metrics
• Establishes a strong leadership presence within the Department by being involved, interacting on the call center floor, and being approachable
• Energy and experience motivating teams to achieve sales metrics
• Proven and demonstrable leadership, management, and motivational skills
• College degree or equivalent experience required-advanced degree(s) or certification(s) preferred
• Minimum of 7-10 years call center experience required, with at least 3-5 years at the manager level and 2-3 years directly managing manager level employees
• 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

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.

At Asurion, every one of us is a leader, from individual contributors to the senior team. We utilize our 5 Leadership Principles to help align and guide us in our everyday interactions.

• Put Customers First
• Play A Team Sport
• Take Ownership
• Collaborate and Then Commit
• Reach Full Potential

Asurion helps more than 300 million people around the world unlock their technology's untapped potential. We create innovative technology solutions that help keep consumers connected, from comprehensive protection to smart tech help that redefines expertise. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurion's 16,000 employees deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services reachable within one touch.