Director Support Solutions Operations

Asurion; Orlando (FL); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Asurion seeks an experienced Call Center Leader to drive day-to-day operations in a hybrid environment, balancing home-based and on-site teams. You will lead sales initiatives, set performance expectations, and influence leaders to optimize customer interactions and revenue growth.

Proven ability to stabilize organizational effectiveness, forecast trends, and coordinate with stakeholders is essential for success in this role.

Qualifications

• College degree or equivalent experience required; advanced degrees preferred.
• 10+ years managing within call centers; 5-7 years in senior management roles.
• Experience launching new call centers or new projects.
• Experience recruiting and training for telephone and remote in computer support.

Responsibilities

• Manage daily Call Center performance to ensure high levels of customer service.
• Drive achievement of sales metrics by communicating expectations and holding leaders accountable.
• Motivate team to adopt sales behaviors and master product knowledge.
• Develop and implement a Call Center growth strategy and manage the department budget.

Skills

Call center management

Sales leadership

Customer service excellence

Data analysis

Education

Bachelor's degree

Advanced degree or certification

Tools

ACD systems

Workforce management tools

MS Office

Job description

The position will be responsible for running day to day call center operations in a work at home and brick and mortar setting that focuses on sales leadership, fostering a collaborative and people oriented culture, implementing key drivers for success and proven ability in stabilizing organization effectiveness.

ESSENTIAL JOB SKILLS/DUTIES

Managing daily Call Center performance ensuring high levels of Customer Service Facilitating the achievement of sales metrics by communicating expectations, influencing and holding all leaders accountable for the sales performance and behaviors of the entire team Motivating all members of the team to embrace and master sales behaviors, sales resources, and comprehensive Connected Home product knowledge Evaluating and translating the implications of sales data and trends, identifying root cause, forecasting upcoming challenges, and developing action plans for the entire team to cultivate sales performance Collaborating with business partners to proactively develop improvement initiatives Conduct periodic employee reviews with call center management and employees and meet 100% annual reviews as directed by Senior Leadership and Human Resources Creating, recommending and implementing a Call Center growth strategy Developing and managing the annual departmental budget, including identification of and clear justification of key variances to the senior Call Center leadership team Assist Senior Stakeholders in establishing clear roles, direction, responsibilities, and performance requirements for the Call Center Management team Promote retention of valuable resources and develop capabilities to advance key business initiatives Assist the Senior Stakeholder in providing strategic and tactical planning for the Call Center to ensure quality interactions with clients, subscribers, associate satisfaction, and operational effectiveness Perform cost-benefit analysis and identify cost efficiencies and savings opportunities Lead Enterprise-wide initiatives to advance performance in all call centers Adheres to internal standards, policies and procedures Performs other duties as assigned

SKILLS

Technical skills: Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools. Proficiency using MS office Experience recruiting and training personnel for the specific requirements of telephone and remote in computer support Experience managing teams of supervisors in telephone, chat, and remote in computer support Soft/Leadership skills: Demonstrated excellence in communication (written and verbal) with internal and external customers Must be experienced and comfortable, and able to demonstrate success working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity Results-driven, action-oriented, and self‑motivated, balanced with strong interpersonal skills Exudes the ability to inspire, motivate and influence others to achieve

EDUCATION AND EXPERIENCE

Required Education and Experience College degree or equivalent experience required-advanced degree(s) or certification (s) preferred Minimum of 10+ years managing within call centers required, with at least 5-7 years of management experience above and beyond first line supervisory experience Experience recruiting and training personnel for the specific requirements of telephone and remote in computer support Experience in launching new call center or new project Experience managing teams of supervisors in telephone, chat, and remote in computer support Preferred Education and Experience > 11 Years

LICENSES / CERTIFICATIONS

Required Licenses/Certifications Property and Casualty License required

SUPERVISORY RESPONSIBILITIES

Varies based on operational ratios

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 - Seldom Kneel - Seldom Grab - Seldom Bend - Seldom Lift/carry over - Less than 5 LBS Vision - 20/20 Corrected Vision Hearing - N/A

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 - Seldom 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

NOTE

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.

EEO STATEMENT

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.

Asurion Company Culture

Asurion is a 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.