Senior Manager, Call Center Operations

The Senior Operations Manager will lead a team of Managers by providing them with direction, support and career development. They will demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of clients and teams. The Sr. Operations manager will improve team member satisfaction by creating an environment consistent with Asurion's Core Values, resulting in retention of leaders and team members.
The Senior Operations Manager will oversee the operations of assigned clients and/or teams in accordance with Asurion's Core Values by providing outstanding service to both internal and external customers. This position is responsible for understanding and complying with operational contractual requirements of Asurion's clients. Position responsibilities include coaching and development of Managers and teams to meet and exceed established call center goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment.

• Collaborates with and follows directives of Director.
• Provides exceptional customer service to all internal customers of Asurion
• Collaborates and cooperates with other functional areas including; Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services
• Fosters a cooperative team environment within the management team and site
• Provides leadership, direction, support and career development to managers and their teams in a manner consistent with Asurion's Core Values and business objectives
• Ensures Managers support their teams by training, motivating and coaching their leaders on the essential skills to ensure that each team member has the tools they need to succeed at their job
• Appropriately prioritizes site, team, and individual goals to effectively achieve business objectives
• Actively seeks input from team to understand successes and opportunities and leverage of input to make improvements
• Helps to develop, define and execute a culture that leverages rewards and recognition
• Continually seeks opportunities to improve operations, including people, processes, and technologies
• Ensures that team member, client, and customer expectations are met and exceeded
• Collaborates with Workforce Management to implement their recommendations for improving operational efficiencies
• Collaborates with Human Resources, Managers and Coaches to create and maintain a healthy culture of everyday leadership
• Works with Human Resources and leadership teams to ensure all policies and procedures are consistently and fairly applied
• Works with the Quality department and Operations Managers to ensure consistency in call evaluations and that quality objectives are achieved
• Assists Director with strategic site planning
• Represents Asurion in client interactions including: supporting and facilitating client requested changes and representing customer experience feedback