For more than 25 years, Asurion has been a leader ininnovation, not only in the tech solutions industry, but increating a culture where employees feel valued. We help people domore with their technology and stay connected on all of theirdevices. We provide our customers with simple, helpful advice toget the most from their technology, assistance to fix anytechnology issues they have and protection of their devices toensure they quickly get a replacement or repair if anything does gowrong. What you will be doing: The Bilingual Supervisor, CallCenter Operations is responsible for organizing and directing thedaily activities of a tech support call center operation. They willbuild, manage, and coach teams of Representatives who are able toprovide exceptional customer service, deliver consistent salesresults, and execute tasks effectively. The Supervisor will beaccountable for resolving system outages, ensuring Representativesare meeting quality standards outlined in client contracts,calculating and coaching to call center performance metrics,monitoring sales performance, and analyzing reports to ensureefficiency and effectiveness. They will coach Representatives toeffectively engage with customers to solve tech issues,consistently offer our Connected Home product, understand theirtechnology, and upsell other protection/tech support solutionsbased on their needs. Essential Duties and Responsibilities: -Manage and direct the daily activities and long-term success ofRepresentatives through coaching, training, development, andperformance management. - Assign tasks, follow-up, answerquestions, and give instructions as needed to meet customer needs. - Drive sales, operational, and customer service metrics bymotivating Representatives, holding them accountable for theirperformance, and providing consistent and targeted feedback. -Demonstrate an understanding of sales behaviors and resources andcustomer service best practices. Ensure Representatives areknowledgeable about the Connected Home product, and Serve, Solve,and Sell in every customer interaction. - Use data to developaction plans for the team to drive sales and operationalperformance consistent with Asurion’s Core Values. - Address andresolve team members' internal concerns and questions. - Maintainworking knowledge of multiple hardware platforms (wirelesstechnology, wireless equipment, applications, etc.), operatingsystems (Windows, Android, Blackberry OS, Apple iOS, etc.), andcurrent product offerings (Smart Home Support, etc.) to providemaximum support to Representatives. - Ensure Representativesreceive the appropriate tools, training, and support to applyskills and knowledge and effectively resolve customer issues. -Provide professional development and performance management toRepresentatives to improve efficiency and results. - Meet keyperformance indicator metrics for call performance measurements andsales goals through development, training, and support ofRepresentatives. - Communicate company policies, procedures, andbest practices to Representatives. - Practice and ensure compliancewith Asurion and client policies and procedures. - Followdirectives from Call Center Management (Operations Managers,Directors, etc.). - To ensure we have adequate staff to meet ourcontractual service level requirements, regular and reliableattendance at the place of work is required. - Maintain excellentrelations with all internal and external customers of Asurion. -Interact and assist with other Supervisors on the team and varioussupport functions, including Quality, Tech Leads, Training, etc. -Other duties as assigned. Here’s what you’ll bring to the team: -Bilingual in English and Spanish. - Must have the ability to handlemultiple priorities, work in a fast environment, and manage timeeffectively. - Must have excellent interpersonal skills and buildeffective relationships with direct reports and internal andexternal professionals. - Must be able to lead Representatives tosuccess in call performance metrics and sales goals. - Must havestrong written and verbal communication skills. - Be able tocollect appropriate data and make decisions quickly. - Bring energyneeded to motivate Representatives to support and facilitate sales. - Be computer literate with an ability to type 25-35 words perminute and learn new call center software. - Must be able to pass ahiring assessment, covering soft skill scenario modeling, businessdecisions, and product knowledge. - Must be able to obtain P&Cinsurance; licensing within first six months on the job (CareOperations only). - Bachelor's or Associate's degree from anaccredited institution. - Must have at least 2-years' experience ina management position (preferred call center experience). - Mustdemonstrate a track record of building teams who consistentlyexceed client expectations. - Physical demands: The physicaldemands described here are representative of those that must be metby an employee to successfully perform the essential functions ofthis job. While performing the duties of this job, the employee mayspend 4-8 per day sitting and working at a computer. The ability toadjust focus, use hands to grasp, finger, handle, reach or feel andsit for prolonged periods are needed for this position. Typing orotherwise working, primarily with fingers rather than with thewhole hand as in handling. Ability to receive detailed informationthrough oral communication utilizing a headset. The employee isregularly required to talk 90+% of the time via a headset. - Workenvironment: The work environment characteristics described hereare representative of those an employee encounters while performingthe essential functions of this job. Reasonable accommodations maybe made to enable individuals with disabilities to perform theessential functions. - Training: Routine training classes arerequired and/or offered during the employee lifecycle. Training mayconsist of classroom and/or Computer based training (CBT). -Schedules: Flexible to work all shifts as required (evenings,weekends, and holidays). We take care of you (benefits/perks): -Competitive pay and benefits including health, dental, and vision. - Retirement savings plan. - Paid time off. - Continuing educationsupport. - Ongoing training to grow your skills. About Asurion:Asurion helps people protect, connect and enjoy the latest tech –to make life a little easier. Every day our 19,500 experts helpnearly 300 million people around the #J-18808-Ljbffr Customer Service