Call Center Operations Manager

5 - 7 years experience  •  Insurance

Salary depends on experience
Posted on 11/10/17
Russellville, AR
5 - 7 years experience
Insurance
Salary depends on experience
Posted on 11/10/17

KEY ACCOUNTABILITIES

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Follows directives of Call Center Director or Sr. Manager Call Center Operations.
  • 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, including ACD, workforce management agent productivity tools, and quality management tools.
  • Proficiency using MS office
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