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.

The 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
• 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.)
  
  

• Bachelors or Associates degree from an accredited institution
• Must have at least 3-year experience in a management position preferably in a call center or shared services organization
• Must have experience managing a telco and sales program
• Must demonstrate a track record of building teams who consistently exceed client expectations
• 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
• Schedules: Flexible to work all shifts as required (evenings, weekends, and holidays)
• Open to work onsite