CAR11498
Description
The
Call Center Supervisor
is a key role in the Customer Care organization at Asurion. They have responsibility for leading and developing a team of 12-15 Customer Service Reps to exceed customer expectations by delivering the expected level of performance along all relevant dimensions.
They will be expected to spend the majority of their time with their team members conducting coaching sessions, giving call monitoring feedback, and delivering performance evaluations.
They will conduct the required number of one-on-one performance reviews and coaching sessions for each CSR on their team:
Conduct daily/weekly/monthly one-on-one call monitor and coaching sessions for each CSR on their team
Conduct a once-per-month review “formal session” with each CSR where developmental priorities for the upcoming month are identified.
Manage by Walking Around (MBWO) and be available to provide guidance and answer questions for the CSRs on an as-needed basis.
Supervisors will successfully build and develop a team that consistently meets or exceeds specific performance metrics as listed below:
Average Handle time (AHT)
Quality
Customer Satisfaction Adherence to schedule
CSR Efficiency
Absenteeism
Attrition
Manage performance of his/her team on a daily basis, enabled by reports he/she will receive each day from the site-level reporting analyst
Facilitate a minimum of one team meeting monthly
Meet with his/her Manager weekly to review past performance and trends, and discuss priorities for the next 30 days. May be required to write an action or business plan to document how they will achieve desired results
In order to deliver required team performance:
Deliver appropriate on-the-job training and communication, ensuring that direct reports are well informed and trained on relevant issues, processes and procedures
Provide career pathing advice and opportunities for associates on an on-going basis
Ensure team members use systems efficiently to maintain standards in accordance with policies and procedures
Maintain a healthy, fun and professional work environment where a CSR’s performance is supported, appreciated and recognized
Develop and/or implement reward and recognition programs that improve team performance and associate morale
Maintain harmony among workers and resolve grievances, as well as handle employee/personnel issues that arise during their shifts
Enforce company policies and maintain call center goals and standards
Administer corrective action as necessary
In addition to the above core responsibilities:
Assist WFM and HR Departments by reporting changes to employee availability due to terminations and absenteeism
Assist WFM in identifying CSR candidates for VTO and overtime
Attend relevant site management team meetings
Maintain subject matter expertise on all call-handling issues, processes and procedures
Handle escalated customer calls, which may include angry, emotional or uncooperative callers with problems that may be difficult to resolve issues
REQUIREMENTS
Bilingual preferred
Two plus years of center experience preferred
College degree is a plus
Strong knowledge of Line of Business for which they are applying (Wireless HP, Warranty, Sales/Retention, RA, ACC, etc.)
Proven track record of building and developing winning teams and exceeding customer expectations
Ideal candidate will put their team members 1st!
Ideal candidate must be self-motivated, committed to customers and employees, action oriented, results-driven with a positive attitude and an excellent knowledge and understanding of the wireless industry and call center environment
Enjoys a fast paced, yet very structured environment
Must have the ability to handle multiple priorities and excellent time management and organizational skills
Must be an extremely positive role model in attitude, leadership, mentoring, dependability and performance
Must have demonstrated skills as an excellent coach, motivator and team player
Must have proven ability to stay focused and calm during times of high stress or ambiguity
Must be an analytical thinker with strong planning, problem-solving, and resource management skills
Must be a life-long learner and proactively seek and pursue personal development for themselves
Consistently meets or exceeds all performance standards (from scorecard) associated with their current position
Must have excellent communication skills, both written and verbal, with an emphasis on interpersonal skills and conflict resolution
Must have working knowledge of coaching and employee development techniques and change management.
Able to gather the appropriate information and make good decisions quickly
Must be computer literate with proficient skills with email management, CMS, Microsoft Word and Excel, and other Call Center technology/systems
Job
Management
Primary Location
US-Work at Home US
Organization
Care
Schedule
Full-time
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