The Call Center Supervisor 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.Duties and Responsibilities:Manage and direct the daily activities and long-term success of Representatives through coaching, training, development, and performance managementAssign tasks, follow-up, answer questions, and give instructions as needed to meet customer needsDrive sales, operational, and customer service metrics by motivating Representatives, holding them accountable for their performance, and providing consistent and targeted feedbackDemonstrate 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 interactionUse data to develop action plans for the team to drive sales and operational performance consistent with Asurion’s Core ValuesAddress and resolve team members internal concerns and questionsMaintain 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
