Operations Manager

Asurion Corporation Houston, TX
ESSENTIAL DUTIES AND RESPONSIBILITIES

* Follows directives of Call Center Director

* Provides customer service to all internal customers of Asurion

* Collaborates and cooperates with other functional areas including; Human Resources, Training, Workforce, Marketing, and Finance/Payroll

* Fosters a team environment with peers on the supervisor team

* Provide leadership, direction, support and career development to Call Center supervisors in a manner consistent with Asurion's Core Values and business objectives

* Train, motivate and coach the Call Center 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

* Communicates frequently and openly, to motivate team members to achieve the Call Center's Goals.

* 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 call center operations, including people, processes, and technologies

* 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 Call Center Director/ Sr. Manager with strategic planning as it pertains to Call Center Operations

* Maintains 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 ensures best practices are maintained

* Manage changing priorities in a multi-tasked 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

* Ability to quickly resolve concerns and problems within the Call Center

* Demonstrates a commitment to achieve all goals and objectives

* Establishes a strong leadership presence within the Call Center by being involved, interacting on the call center floor, and being approachable

* Maintains an open door relationship with all employees.

* Other duties as assigned

QUALIFICATIONS

* 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

* Exercise good judgment and utilizes creative problem solving skills

* Appropriately prioritize team goals and individual goals to effectively achieve business objectives

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

* Detail oriented and exhibits an urgency to achieve results

* Demonstrates an intense personal commitment to their job

* Strong organizational skills and the ability to handle multiple tasks

* 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 call center technology, workforce management agent productivity tools and quality management tools.

* Proficiency using MS office

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