Sr. Manager, Cust Care

Company Name:
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.

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

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
Organization: Brick and Mortar Contact Centers

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