Universal Call Center Supervisor

Title: Universal Call Center Supervisor
Location: Nashville, TN (onsite 5 days/week)

The Gulch Universal Call Center Supervisor/Coach leads a team of associates by monitoring and managing their daily activities and performance. The Coach is tasked with leading multiple programs/clients in a pilot or established business space. The Coach is also tasked with providing constructive feedback and if necessary any corrective action to ensure that the team meets client metric obligations on a daily basis. The Coach is the team’s point of contact for escalations and is obligated to notify the Operations Manager of all issues arising from both external and internal customers.

Gulch onsite benefits:

• Free on-site garage parking with 24/7 access
• Access to cafeteria & coffee shop with subsidized pricing
• Dry cleaning & massage services on-site at cost
• On-site gym with low-cost membership
• Meditation rooms

Essential Duties and Responsibilities:

• Manage and direct the daily activities and long-term success of Representatives through coaching, training, development, and performance management
• Assign tasks, follow-up, answer questions, and give instructions as needed to meet customer needs
• Drive sales, operational, and customer service metrics by motivating Representatives, holding them accountable for their performance, and providing consistent and targeted feedback
• Demonstrate an understanding of sales behaviors and resources and customer service best practices. Ensure Representatives are knowledgeable about the Connected Home product, and Serve, Solve, and Sell in every customer interaction
• Use data to develop action plans for the team to drive sales and operational performance consistent with Asurion’s Core Values
• Address and resolve team members internal concerns and questions
• Maintain working knowledge of multiple hardware platforms (wireless technology, wireless equipment, applications, etc.), operating systems (Windows, Android, Blackberry OS, Apple iOS, etc.), and current product offerings (Smart Home Support, etc.) to provide maximum support to Representatives
• Ensure Representatives receive the appropriate tools, training, and support to apply skills and knowledge and effectively resolve customer issues
• Provide professional development and performance management to Representatives to improve efficiency and results
• Meet key performance indicator metrics for call performance measurements and sales goals through development, training, and support or Representatives
• Communicate company policies, procedures, and best practices to Representatives
• Practice and ensure compliance with Asurion and client policies and procedures
• Follows directives from Call Center Management (Managers, Directors, etc.)

Here’s what you’ll bring to the team:

• Bachelors or Associates degree holder and/or experience preferred
• Must have at least 3-year experience in a management position (preferred call center experience)
• Must demonstrate a track record of building teams who consistently exceed client expectations
• Must have the ability to handle multiple priorities, work in a fast environment, and manage time effectively
• Must have excellent interpersonal skills and build effective relationships with direct reports and internal and external professionals
• Must be able to lead Representatives to success in call performance metrics and sales goals
• Must have strong written and verbal communication skills
• Be able to collect appropriate data and make decisions quickly
• Bring energy needed to motivate Representatives to support and facilitate sales