Call Center Supervisor

Asurion; Mabalacat; Sur place; PHP 360 000 - 540 000; Plein temps

Résumé du poste

Asurion is a global tech solutions leader that emphasizes a people-first culture and a strong commitment to customer service. We seek a Supervisor, Call Center Operations to organize, direct, and optimize daily call center activities, while coaching teams to deliver exceptional support and drive sales related to our Connected Home products.

As a Supervisor, you will monitor quality and performance metrics, manage outages, and ensure adherence to client contracts.

Responsabilités

• Organize and direct daily activities of a tech support call center operation.
• Coach and develop representatives to provide excellent customer service and achieve sales targets.
• Monitor performance metrics, quality standards, and process improvements.
• Resolve outages and escalation issues as needed.

Description du poste

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.

Asurionisa global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position.Our products and services help nearly 300 million customers worldwide. The Asurion Way informs our values as colleagues and emphasizes that how we work matters just as much as the work itself. Here’s how we practice the Asurion Way: Customer First We provide our customers with excellent service through empathetic, helpful, and simple interactions. Our first step? To listen. One Team We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints. Divine Discontent We're not afraid to roll up our sleeves and do more. We start small, scale with success, and tap into our full potential to deliver the best products and services. Act with Integrity We take ownership and pride in the work we do. We build trust-based relationships and do what's right-even when no one is looking.

Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.