Same Unit Repair Supervisor

The Sam Unit Repair (SUR) Supervisor job entails organizing and directing the daily activities of the SUR operation. The main responsibility of a Supervisor is to manage, develop, and guide a network of SUR experts across the country to ensure their ability to provide outstanding customer service and execute tasks effectively. SUR experts will be entirely remote with their Supervisor acting as their primary point of contact. Supervisors will be accountable for managing expert schedules and monitoring staffing levels. Supervisors will also ensure compliance and provide coaching to all experts.

Duties and Specifications:

•Managing and directing the daily activities of SUR experts

•Using all available tools to ensure effective supervising, planning, and managing functions within SUR group

•Carrying out coaching, training, disciplining, and reviewing all experts

•Acting as an information source and answering expert questions, assigning tasks, following up and giving instructions as needed

•Resolving client and internal complaints and questions

•Ensuring that the team members acquire the appropriate support, tools and training to apply skills and knowledge on the job

•Carrying out performance measurement and evaluation of all experts to improve efficiency

•Ensure consistent professional development of experts

•Communicating solutions, successes, best practices and opportunities within the organization

•Practicing and ensuring compliance with Asurion and client policies and procedures

Skills and Specifications:

•Ability to inspire trust and credibility to support experts in a helpdesk environment

•Must be able to ensure experts are meeting or exceeding client expectations

•Excellent people and interpersonal skills to build effective relationships with internal and external professionals

•Excellent team building skills

•Ability to plan well and prioritize multiple projects simultaneously

•Maintain character under tight pressure in a fast paced environment

•Excellent analytical skills to collect appropriate data and make good decisions quickly

•Strong written and verbal communication skills

Qualifications:

•Bachelor's degree or associate's degree from an accredited institution

•1+ year(s) experience in call center management

•Passion for technology

•Technical certifications preferred

•Proven team building experience, must have a track record of building teams that consistently exceed client expectations


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