Supervisor, Premier Support Solutions

The Premier Support Solutions (PSS) Supervisor job entails organizing and directing the daily activities of the call center operation. The main responsibility of a PSS Supervisor is to manage, develop, and guide call center agents and leads to ensure their ability to provide outstanding customer service and execute tasks effectively. Supervisors will also be accountable for resolving system outages, ensuring agents are meeting quality standards outlined in client contracts, calculating call center performance metrics, and analyzing reports to ensure efficiency. Premier Solutions Support supervisors will contribute to the development of new systems, take part in recruiting and interviewing tech agents, and have some reporting responsibilities.

Duties and Specifications:

  • Managing and directing the daily activities of PSS agents and leads
  • Using all available tools to ensure effective supervising, planning, and managing functions within PSS Group
  • Carrying out coaching, training, disciplining, and reviewing all agents and leads
  • Acting as an information source and answering lead or agents 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 agents and leads to improve efficiency
  • Ensure consistent professional development of agents and leads
  • 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 agents and leads in a helpdesk environment
  • Must be able to ensure agents and leads 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
  • Experience with Avaya CMS and other helpdesk reporting tools
  • Proven team building experience, must have a track record of building teams that consistently exceed client expectations

Meet Some of Asurion's Employees

Bryant M.

Senior Manager, Software Engineering

Bryant manages the Software Development Group at Asurion that focuses on back-office technology. By doing so, he helps deliver new products and business capabilities.

Christy R.

Senior Manager, Technology Strategy & Business Operations

Christy serves as the internal consultant to the CIO. She handles special projects and strategic deep dives to assess internal operating success and future operational plans.


Back to top