Call Center Supervisor at Asurion

Angeles, Central Luzon, Philippines -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Coaching, Team Management, Performance Management, Task Assignment, Sales Metrics, Customer Service Metrics, Feedback, Data Analysis, Problem Solving, Product Knowledge, Interpersonal Skills, Communication, Decision Making, Computer Literacy, Typing, Training

Industry

Computers and Electronics Manufacturing

Description

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 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 practices. Ensure Representatives are knowledgeable about the Connected Home product, and Serve, Solve, and Sell in every customer interaction Use data to develop action plans for the team to drive sales and operational performance consistent with Asurion’s Core Values Address and resolve team members internal concerns and questions Maintain 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 support to Representatives Ensure Representatives receive the appropriate tools, training, and support to apply skills and knowledge and effectively resolve customer issues 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.) To ensure we have adequate staff to meet our contractual service level requirements, regular and reliable attendance at the place of work is required Maintains excellent relations with all internal and external customers of Asurion Interacts and assists with other Supervisors on the team and various support functions, including Quality, Tech Leads, Training, etc. Other duties as assigned. Here’s what you’ll bring to the team: 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 Be able to collect appropriate data and make decisions quickly Bring energy needed to motivate Representatives to support and facilitate sales Be computer literate with an ability to type 25-35 words per minute and learn new call center software Must be able to pass a hiring assessment, covering soft skill scenario modeling, business decisions, and product knowledge Bachelors or Associates degree from an accredited institution Must have at least 2-year experience in a management position in a call center experience Must demonstrate a track record of building teams who consistently exceed client expectations Must have managed a sales program for at least 1 year. Physical demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee may spend 4-8 per day sitting and working at a computer. The ability to adjust focus, use hands to grasp, finger, handle, reach or feel and sit for prolonged periods are needed for this position. Typing or otherwise working, primarily with fingers rather than with the whole hand as in handling. Ability to receive detailed information through oral communication utilizing a headset. The employee is regularly required to talk 90+% of the time via a headset Work environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions Brick/Mortar locations – Regularly requires working indoors in environmentally controlled condition. Regularly requires working with other in close proximity and sharing workspaces. Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peak hours. Training: Routine training classes are required and/or offered during the employee lifecycle. Training may consist of classroom and/or Computer based training (CBT) Schedules: Flexible to work all shifts as required (evenings, weekends, and holidays) Use this site to view the status of applications you’ve submitted and to take action on important tasks related to those applications. Asurion is a global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position. Our products and services help nearly 300 million customers worldwide. The Asurion Way informs our values as colleagues and emphasizes that how we work matters just as much as the work itself. Here’s how we practice the Asurion Way: Customer First We provide our customers with excellent service through empathetic, helpful, and simple interactions. Our first step? To listen. One Team We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints. Divine Discontent We're not afraid to roll up our sleeves and do more. We start small, scale with success, and tap into our full potential to deliver the best products and services. Act with Integrity We take ownership and pride in the work we do. We build trust-based relationships and do what's right-even when no one is looking. Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.

Responsibilities

The Call Center Supervisor organizes and directs daily activities of a tech support call center, building and coaching teams to deliver exceptional customer service and sales results. Responsibilities include resolving system outages, ensuring quality standards are met, calculating and coaching performance metrics, and monitoring sales performance.