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
Maintains an excellent working knowledge of the entire Care operation, as well as leading and developing department projects
Continuously develops knowledge of products, processes, and call center trends to provide recommendations that improve the customer experience, employee satisfaction, and enterprise performance
Helps develop and manage strategies and action plans to improve site and enterprise employee retention and satisfaction
Helps to manage site budget and understands the impact of decisions and actions based on the overall company financial performance
Travel as needed (minimal travel required)
Minimum of 7-10 years call center experience required, with at least 3-5 years at the manager level
2-3 years directly managing manager-level employees preferred
Proven and demonstrable leadership, management and motivational skills
Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools.
Proficiency using MS office suite
Ability to quickly resolve concerns and problems
Demonstrates a commitment to achieve all goals and objectives
Establishes a strong leadership presence within their site / dept. and the Mobility / Retail organization by being involved;
demonstrating credibility; and building strong relationships with their site teams, peers, and director team.
Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior
Exudes the ability to inspire, motivate and influence others to achieve
Demonstrated excellence in communication (written and verbal) with internal and external customers
Results-driven, action-oriented, and self-motivated mindset
Experienced and comfortable working in a fast-paced, entrepreneurial environment
Ability to deal well with change and ambiguity
Ability to travel as needed (minimal travel may be required)
College degree or equivalent experience required advanced degree(s) or certification (s) preferred