Operations Manager

POSITION OVERVIEW:
The Operations Manager will lead a team of Call Center Supervisors (Coaches) by providing them with direction, support, and career development. Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, strengthen sales practices, increase productivity, and improve the performance of the employees. They will also strengthen employee satisfaction by creating an environment consistent with Asurion's Core Values and leadership principles, resulting in retention of coaches and frontline employees. Oversee the day-to-day operations of their team by providing outstanding service to both internal and external customers. Position responsibilities include coaching and development of employees to meet and exceed established and emerging performance goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment.
ESSENTIAL JOB SKILLS/DUTIES:
• Follows directives of Call Center Director and/or Sr. Manager Call of Center Operations.
• Provides customer service to all internal customers of Asurion across multiple programs, carriers, and lines of business.
• Facilitating the achievement of performance and/or sales metrics by communicating expectations, influencing, and holding all leaders accountable for the sales performance and behaviors of the entire team.
• Collaborates and cooperates with other functional areas including Human Resources, Training, Workforce, Fraud Operations, Client Services, Instructional Design, Change owners, Licensing, Compliance / Legal, and Finance/Payroll.
• Fosters a team environment with peers across the organization, within our support teams, and across various sites of influence.
• Provide leadership, direction, support, and career development to coaches in a manner consistent with Asurion's Core Values and company objectives (performance and financial).
• Develop knowledge of products processes, and call center trends to provide well thought out and data supported recommendations that improve the customer experience, employee satisfaction, and corporate performance.
• Manage changing priorities in a multi-tasked environment.
• Ability to quickly resolve concerns and problems that impact our business, our customers, and our employees.
• Adheres to internal standards, policies and procedures.
• Performs other duties as assigned.
SKILLS:
Technical skills:
• Demonstrated excellence in communication (written and verbal) with internal and external customers.
• Strong organizational skills and the ability to handle multiple tasks.
• Experience with call center technology, including automatic call distribution, workforce management agent productivity tools, and quality management tools.
• Proficiency using MS office, Power BI, and other performance measurement / productivity tools.
• 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 and individual goals to effectively achieve business objectives.
• Detail oriented and exhibits an urgency to achieve results.
Soft/Leadership skills:
What You’ll Bring to the Team:
• Active listener; strong communication - verbal and non-verbal. Ability to influence
• Effective problem solver; works through ambiguity; provides options; executes well
• Manages time; self-directed; provides guidance to more junior team members
• Manages relationships with key stakeholders and ensures effective teamwork across team
• Solid business acumen; anticipates obstacles and supports team's success
• Leads change for team members and team's work
• Team leader and supports team to ensure success. Develops trust-based relationships.
• Proactively seek as well as provides coaching and feedback to team and peers
• Engage, inspires team members. Effective at determining work to own and work to delegate.
• Drives for continuous improvement.
EDUCATION AND EXPERIENCE:
Required Education and Experience
• College degree or equivalent experience required-advanced degree(s) or certification (s) preferred.
• Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity.
Preferred Education and Experience
• 5-8 years call center experience required, with at least 2-3 years leading teams.
• > 3 Years
LICENSES / CERTIFICATIONS:
Required Licenses/Certifications
• If leading a team of Sales experts, this position will require that you hold a valid producer and casualty license and possibly an insurance adjuster’s license. Failure to pass the insurance license exam or an inability to obtain or maintain the required license(s) will result in forfeiture of the position.
Preferred Licenses/Certifications
• N/A
SUPERVISORY RESPONSIBILITIES:
• Varies but typically ratio driven.
TRAVEL REQUIREMENTS:
Travels: Yes
Percent of time: 10%
Overnight required: Yes
PHYSICAL DEMANDS:
If one-third of the time – “seldom” or “occasionally” If one-third to two-thirds of the time or more occasionally to frequently” If more than two-thirds of the time – “constantly”]
• Stationary Position -Frequently
• Pushing/Pulling/Reaching - Seldom
• Climb - N/A
• Kneel - N/A
• Grab - Seldom
• Bend - Seldom
• Lift/carry over - 5-10 LBS
• Vision - Choose an item.
• Hearing - Receive detailed information if spoken to
WORKING CONDITIONS:
• Wet or Humid - N/A
• Working near or on moving mechanical parts - N/A
• Working near or on heavy machinery - N/A
• Working in high places - N/A
• Exposed to fumes or airborne particles - N/A
• Exposed to toxic or caustic chemicals - N/A
• Frequency of working in outdoor weather conditions - N/A
• Work with Electricity - N/A
• Work with explosives - N/A
• Work on or near a source of radiation - N/A
• Loud noise conditions (above 87dB)- N/A
• Other Environmental Factors including weather conditions______________________
NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.
ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS.
THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING.