Operations Manager (Pooling)

• Follow the directives of the Call Center Director or the Call Center Operations Senior Manager.
• Provide customer service to all internal customers of Asurion.
• Collaborate and cooperate with other functional areas including Human Resources, Training, Workforce, Marketing and Finance/Payroll.
• Foster a team environment with peers on the supervisor team.
• Provide leadership, direction, support and career development to Call Center Supervisors in a manner that is consistent with Asurion’s core values and business objectives.
• Train, motivate and coach the Call Center Supervisors on the essential skills needed by each team member to succeed in their job.
• Appropriately prioritize team goals and individual goals to effectively achieve business objectives.
• Communicate frequently and openly to motivate team members to achieve the Call Center’s goals. Actively seek input from team members who will be impacted by any change to existing operations.
• Provide rewards and recognition to top performers.
• Continually seek opportunities to improve Call Center operations including people, processes and technologies.
• Ensure that team, client and subscriber expectations are met and exceeded.
• Collaborate with Workforce Management to implement their recommendations for improving operational efficiencies.
• Collaborate with Human Resources to ensure that policies and procedures are consistently and fairly applied.
• Work with the Quality Department to ensure consistency in call evaluations and that quality objectives are achieved.
• Assists the Call Center Director/Senior Manager with strategic planning as it pertains to Call Center operations.
• Maintain an excellent working knowledge of the entire Call Center operation, as well as developing Call Center projects.
• Update and continuously develop knowledge of products, processes and Call Center trends to provide recommendations that improve the customer experience, employee satisfaction and corporate performance.
• Develop and implement standard operating procedures for Call Center departments and ensure best practices are maintained.
• Manage changing priorities in a multitasking environment.
• Help to manage Call Center budget and understand the impact of decisions and actions based on the overall company financial performance.
• Work on special projects as requested.
• Quickly resolve concerns and problems within the Call Center.
• Commitment to achieve all goals and objectives.
• Establish a strong leadership presence within the Call Center by being involved and interactive while on the Call Center floor and by being approachable.
• Maintain an open-door relationship with all employees.

• College degree or equivalent experience required-advanced degree(s) or certification (s) preferred

• Minimum of 5-8 years call center experience required, with at least 2-3 years at the manager level

• Must have current experience managing technical/telco & sales program

• Exudes the ability to inspire, motivate and impact others to achieve

• Demonstrated excellence in communication (written and verbal) with internal and external customers

• Results-driven, action-oriented, and self-motivated mindset

• Strong ability to present both strategy and performance of execution to executive leadership team on a weekly basis
• Experience leading strategic business transformational activities

Asurion