Sr. Manager, Cust Care
Company Name:
Asurion
Title: Sr. Manager, Cust Care
Location: OR-Klamath Falls
Other Locations:
The Amazon 30 Day Tech Support Operations Manager will lead a team of Call Center Supervisors/Leads by providing them with direction, support and career development. This leader will demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of Amazon 30 Day Tech Support Supervisors/Leads and Representatives. They will also improve team member satisfaction by creating an environment consistent with Asurion''s Core Values, resulting in retention of Call Center Supervisors/Leads and Amazon 30 Day Tech Support Representatives. Additionally, they will oversee the day-to-day operations of the Amazon 30 Day Tech Support Team in accordance with Asurion''s Core Values by providing outstanding service to both internal and external customers. Also, they will have responsibility for understanding and complying with operational contractual requirements of Asurion''s clients. Position responsibilities include coaching and development of Amazon 30 Day Tech Support Team Supervisors/Leads to meet and exceed established call center goals, ensuring adherence to established business processes and policies, as well as interfacing with all levels of executive leadership and client leadership.
Duties/
Responsibilities:
Provides exceptional customer service to all internal customers of Asurion
Collaborates and cooperates with other functional areas including: Human Resources, Training & Design, Workforce, Marketing, Client Services, and Finance/Payroll
Fosters a cooperative team environment on the supervisor team
Provides leadership, direction, support, and career development to Amazon 30 DTS supervisors in a manner consistent with Asurion's Core Values and business objectives
Train, motivate and coach the Amazon Supervisors on the essential skills to meet that each team member has the tools they need to succeed at their job
Appropriately prioritize team goals and individual goals to effectively achieve business objectives
Maintains supportive work environment by gathering employee feedback and implementing suggestions as appropriate
Actively seeks input from team members who will be impacted by any changes to existing operations
Provides rewards and recognition for top performers
Continually seeks opportunities to improve operations, including people, processes, and technologies, with emphasis on excellent coaching and development.
Ensure that team member, 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 CARE Director with strategic planning as it pertains to CARE Operations
Maintains an excellent working knowledge of the entire Amazon 30 DTS operation, as well as developing department 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
Manages the Amazon 30 DTS Budget and understands the impact of decisions and actions based on the overall company financial performance
Create and present weekly presentations to both the client and Asurion leadership
Participate in the recruiting, hiring process as applicable
Makes recommendations for improvements to Technical operations
Deliver exceptional customer experience (analyze data, trends, behaviors to maximize CE).
Perform administrative tasks regarding time cards, attendance records, reporting, coaching etc.
Must have a flexible schedule
Qualifications:
Ability to quickly resolve concerns and problems within the Department
Demonstrates a commitment to achieve all goals and objectives
Establishes a strong leadership presence within the Department by being involved, interacting on the call center floor, and being approachable
Proven and demonstrable leadership, management and motivational skills
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
Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior
Exudes the ability to inspire, motivate and influence others to achieve
Demonstrated excellence in communication (written and verbal) with internal and external customers
Results-driven, action-oriented , and self-motivated mindset
Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
Experience with all facets of call center technology, including, service level management, telephony setups, productivity tools, and quality management tools
Experience with general consumer electronic setup, usage, troubleshooting, and repairs a plus. Major product categories including but not limited to TVs, Home Theaters, Cameras, Computers, Laptops, GPS, tablets, printers, routers, and cell phones considered a plus
Management
Organization: Brick and Mortar Contact CentersEstimated Salary: $20 to $28 per hour based on qualifications.
Asurion
Title: Sr. Manager, Cust Care
Location: OR-Klamath Falls
Other Locations:
The Amazon 30 Day Tech Support Operations Manager will lead a team of Call Center Supervisors/Leads by providing them with direction, support and career development. This leader will demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of Amazon 30 Day Tech Support Supervisors/Leads and Representatives. They will also improve team member satisfaction by creating an environment consistent with Asurion''s Core Values, resulting in retention of Call Center Supervisors/Leads and Amazon 30 Day Tech Support Representatives. Additionally, they will oversee the day-to-day operations of the Amazon 30 Day Tech Support Team in accordance with Asurion''s Core Values by providing outstanding service to both internal and external customers. Also, they will have responsibility for understanding and complying with operational contractual requirements of Asurion''s clients. Position responsibilities include coaching and development of Amazon 30 Day Tech Support Team Supervisors/Leads to meet and exceed established call center goals, ensuring adherence to established business processes and policies, as well as interfacing with all levels of executive leadership and client leadership.
Duties/
Responsibilities:
Provides exceptional customer service to all internal customers of Asurion
Collaborates and cooperates with other functional areas including: Human Resources, Training & Design, Workforce, Marketing, Client Services, and Finance/Payroll
Fosters a cooperative team environment on the supervisor team
Provides leadership, direction, support, and career development to Amazon 30 DTS supervisors in a manner consistent with Asurion's Core Values and business objectives
Train, motivate and coach the Amazon Supervisors on the essential skills to meet that each team member has the tools they need to succeed at their job
Appropriately prioritize team goals and individual goals to effectively achieve business objectives
Maintains supportive work environment by gathering employee feedback and implementing suggestions as appropriate
Actively seeks input from team members who will be impacted by any changes to existing operations
Provides rewards and recognition for top performers
Continually seeks opportunities to improve operations, including people, processes, and technologies, with emphasis on excellent coaching and development.
Ensure that team member, 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 CARE Director with strategic planning as it pertains to CARE Operations
Maintains an excellent working knowledge of the entire Amazon 30 DTS operation, as well as developing department 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
Manages the Amazon 30 DTS Budget and understands the impact of decisions and actions based on the overall company financial performance
Create and present weekly presentations to both the client and Asurion leadership
Participate in the recruiting, hiring process as applicable
Makes recommendations for improvements to Technical operations
Deliver exceptional customer experience (analyze data, trends, behaviors to maximize CE).
Perform administrative tasks regarding time cards, attendance records, reporting, coaching etc.
Must have a flexible schedule
Qualifications:
Ability to quickly resolve concerns and problems within the Department
Demonstrates a commitment to achieve all goals and objectives
Establishes a strong leadership presence within the Department by being involved, interacting on the call center floor, and being approachable
Proven and demonstrable leadership, management and motivational skills
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
Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior
Exudes the ability to inspire, motivate and influence others to achieve
Demonstrated excellence in communication (written and verbal) with internal and external customers
Results-driven, action-oriented , and self-motivated mindset
Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
Experience with all facets of call center technology, including, service level management, telephony setups, productivity tools, and quality management tools
Experience with general consumer electronic setup, usage, troubleshooting, and repairs a plus. Major product categories including but not limited to TVs, Home Theaters, Cameras, Computers, Laptops, GPS, tablets, printers, routers, and cell phones considered a plus
Management
Organization: Brick and Mortar Contact CentersEstimated Salary: $20 to $28 per hour based on qualifications.
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