Call Center Supervisor
About this role
The Supervisor, Call Center Operations is responsible for organizing and directing the daily activities of a tech support call center operation. They will build, manage, and coach teams of Representatives who are able to provide exceptional customer service, deliver consistent sales results, and execute tasks effectively. The Supervisor will be accountable for resolving system outages, ensuring Representatives are meeting quality standards outlined in client contracts, calculating, and coaching to call center performance metrics, monitoring sales performance, and analyzing reports to ensure efficiency and effectiveness. They will coach Representatives to effectively engage with customers to solve tech issues, consistently offer our Connected Home product, understand their technology, and upsell other protection/tech support solutions based on their needs.
Requirements:
- Must have the ability to handle multiple priorities, work in a fast environment, and manage time effectively
- Must have excellent interpersonal skills and build effective relationships with direct reports and internal and external professionals
- Must be able to lead Representatives to success in call performance metrics and sales goals
- Must have strong written and verbal communication skills
- Be able to collect appropriate data and make decisions quickly
- Bring energy needed to motivate Representatives to support and facilitate sales
- Bachelors or Associates degree from an accredited institution or related experience
- Must have at least 2-years experience in a leadership position in a call center experience
- Must have experience managing a telco/technical support and sales program, preferably for at least 2 years.
- Must demonstrate a track record of building teams who consistently exceed client expectations
- Brick/Mortar locations – Regularly requires working indoors in environmentally controlled condition. Regularly requires working with other in close proximity and sharing workspaces. Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peak hours.
- Schedules: Flexible to work all shifts as required (evenings, weekends, and holidays)
Company at a glance
uBreakiFix by Asurion provides professional repair services for anything with a power button, from smartphones, tablets, and computers to game consoles, smart speakers, and drones—and everything in between. While common repairs include cracked screens, battery issues, and water damage, our repair experts have fixed millions of devices and can help with most any tech mishaps. We offer free, no-obligation diagnostics on all gadgets, as well as a low-price guarantee and 90-day warranty on all repairs. When tech breaks, we can fix it at nearly 700 uBreakiFix by Asurion stores across the U.S. and Canada, plus a network of more than 600 We Come to You mobile repair vehicles.
Visit uBreakiFix.com for more information.
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