Supervisor, PSS

The Premier SupportSolutions (PSS) Supervisor jobentails organizing and directing the daily activities of the call centeroperation. The main responsibility of a PSS Supervisor is to manage, develop,and guide call center agents and leads to ensure their ability to provideoutstanding customer service and execute tasks effectively. Supervisors willalso be accountable for resolving system outages, ensuring agents are meetingquality standards outlined in client contracts, calculating call centerperformance metrics, and analyzing reports to ensure efficiency. PremierSolutions Support supervisors will contribute to the development of newsystems, take part in recruiting and interviewing tech agents, and have somereporting responsibilities.

Duties and Specifications

  • Managingand directing the daily activities of PSS agents and leads
  • Usingall available tools to ensure effective supervising, planning, and managing functionswithin PSS Group
  • Carryingout coaching, training, disciplining, and reviewing all agents and leads
  • Actingas an information source and answering lead or agents questions, assigningtasks, following up and giving instructions as needed
  • Resolvingclient and internal complaints and questions
  • Ensuringthat the team members acquire the appropriate support, tools and training toapply skills and knowledge on the job
  • Carryingout performance measurement and evaluation of all agents and leads to improve efficiency
  • Ensureconsistent professional development of agents and leads
  • Communicatingsolutions, successes, best practices and opportunities within the organization
  • Practicingand ensuring compliance with Asurion and client policies and procedures

Skills and Specifications

  • Abilityto inspire trust and credibility to support agents and leads in a helpdeskenvironment
  • Mustbe able to ensure agents and leads are meeting or exceeding client expectations
  • Excellentpeople and interpersonal skills to build effective relationships with internaland external professionals
  • Excellentteam building skills
  • Abilityto plan well and prioritize multiple projects simultaneously
  • Maintaincharacter under tight pressure in a fast paced environment
  • Excellentanalytical skills to collect appropriate data and make good decisions quickly
  • Strongwritten and verbal communication skills

Qualifications:

  • Bachelor’sdegree or associate’s degree from an accredited institution
  • 1 year(s) of relevant and recent experiencein call center management
  • Passionfor technology
  • Technicalcertifications preferred
  • Experiencewith Avaya CMS and other helpdesk reporting tools
  • Proventeam building experience, must have a track record of building teams thatconsistently exceed client expectations
  • Mustshow a passion for lifelong learning

About Asurion

For two decades, Asurion has led the technology protectionindustry around the globe. The Company provides premier support solutions toenable optimum use of technology; digital applications to protect their privacyand provide security; and rapid replacement of lost, stolen, damaged ormalfunctioning devices. Asurion partners with the leading wireless companies,retailers and service providers enabling them to focus on their businesses andto provide services that delight their customers. Asurion’s 15,000 employeesworldwide specialize in fulfilling the needs of more than 280 millionconsumers. For more information about Asurion, including customer serviceratings and reviews that help drive continuous improvement, please visit www.asurion.com.


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