Manager Call Center Operations, Moncton Canada

Job Title: Call Center Operations Manager

Department: CARE

Reports To: Site Director

ROLE PURPOSE:

The Operations Manager will lead a team of Call Center Supervisors by providing them with direction, support and career development. Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of Customer Service Representatives. Improve team member satisfaction by creating an environment consistent with Asurion’s Core Values, resulting in retention of Call Center Supervisors and Customer Service Representatives.

Oversee the day-to-day operations of the CSR Team in accordance with Asurion’s Core Values by providing outstanding service to both internal and external customers. Position responsibilities include coaching and development of CSRs to meet and exceed established call center goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment.

KEY ACCOUNTABILITIES

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Follows directives of Call Center Director or Sr. Manager Call Center Operations.
  • Provides customer service to all internal customers of Asurion
  • Collaborates and cooperates with other functional areas including; Human Resources, Training, Workforce, Marketing, and Finance/Payroll
  • Fosters a team environment with peers on the supervisor team
  • Provide leadership, direction, support and career development to Call Center supervisors in a manner consistent with Asurion’s Core Values and business objectives
  • Train, motivate and coach the Call Center Supervisors on the essential skills to meet that each team member has the tools they need to succeed at their job
  • Appropriately prioritize team goals and individual goals to effectively achieve business objectives
  • Communicates frequently and openly, to motivate team members to achieve the Call Center’s Goals.
  • Actively seeks input from team members who will be impacted by any changes to existing operations
  • Provides rewards and recognition for top performers
  • Continually seeks opportunities to improve call center operations, including people, processes, and technologies
  • Ensure that team member, client, and subscriber expectations are met and exceeded
  • Collaborate with Workforce Management to implement their recommendations for improving operational efficiencies
  • Collaborate with Human Resources to ensure that policies and procedures are consistently and fairly applied
  • Work with the Quality department to ensure consistency in call evaluations and that quality objectives are achieved
  • Assists Call Center Director/ Sr. Manager with strategic planning as it pertains to Call Center Operations
  • Maintains an excellent working knowledge of the entire Call Center operation, as well as developing Call Center projects
  • Update and continuously develop knowledge of products processes, and call center trends to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance
  • Develop and implement standard operating procedures for Call Center departments and ensures best practices are maintained
  • Manage changing priorities in a multi-tasked environment
  • Help to manage Call Center budget and understand the impact of decisions and actions based on the overall company financial performance
  • Work on special projects, as requested
  • Ability to quickly resolve concerns and problems within the Call Center

LEADERSHIP ACCOUNTABILITIES

  • Demonstrates a commitment to achieve all goals and objectives
  • Establishes a strong leadership presence within the Call Center by being involved, interacting on the call center floor, and being approachable
  • Maintains an open door relationship with all employees.
  • Proven and demonstrable leadership, management and motivational skills appropriate areas of focus

QUALIFICATIONS

  • College degree or equivalent experience required-advanced degree(s) or certification (s) preferred
  • Minimum of 5-8 years call center experience required, with at least 2-3 years at the manager level
  • 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 goals and individual goals to effectively achieve business objectives
  • Demonstrated excellence in communication (written and verbal) with internal and external customers
  • Detail oriented and exhibits an urgency to achieve results
  • Demonstrates an intense personal commitment to their job
  • Strong organizational skills and the ability to handle multiple tasks
  • Results-driven, action-oriented , and self motivated mindset
  • Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
  • Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools.
  • Proficiency using MS office

Licensing:

  • This position may require that you hold a valid insurance 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.

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