Manager, Call Center OperationsFor 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 Manager, Call Center Operations will lead a team of Supervisors by providing them with direction, support, and career development. Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, cultivate sales, and improve the performance of Supervisors and Representatives. Improve team member satisfaction by creating an environment consistent with Asurion's Core Values, resulting in retention of Supervisors 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 and supporting a culture of customer service and sales. Also responsible for understanding and complying with operational contractual requirements of Asurion's clients. Position responsibilities include coaching and development of Supervisors to meet and exceed established call center and sales goals, ensuring adherence to established business processes and policies, and creating a positive and rewarding work environment. Essential Duties and Responsibilities: Follows directives of Site DirectorProvides exceptional customer service to all internal customers of AsurionDrives sales, operational, and customer service metrics by motivating Supervisors, holding them accountable for the performance and behaviors of their teams, and modeling how to provide targeted fee
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