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Asurion · 3 weeks ago

Network Support Center Coach

United States

Full-time

Remote

Senior Level

5+ years exp

Asurion is a company that provides insurance services, and they are seeking a Network Support Center Coach to organize and direct the daily activities of Network Support and Success Experts. The role involves coaching teams, ensuring service standards, and analyzing performance metrics to enhance efficiency and customer satisfaction.

ElectronicsInsuranceInsurTechMobile

Responsibilities

Lead a Network Support Operations Team

Coach team to meet performance goals and metrics

Develop and provide daily, weekly, monthly reporting on team performance

Coach, mentor, lead and develop staff of Experts

Make recommendations for hiring and termination of employees

Complete quality monitoring weekly for each Expert

Supervise and evaluate all assigned Experts for quality and compliance with procedures

Educate and guide Experts to fully utilize a variety of systemic and common-sense tools which balance financial, customer satisfaction, and compliance guidelines

Complete regular monitoring of team activities to ensure quality and consistency for each member of the team

Work closely with Experts on the team to be a Subject Matter Expert (SME) for questions, directing work through queues, coaching, developing, and training their staff

Ensure all Kronos timekeeping entries are properly made following guidelines, all work activity is performed while Experts are logged in, ensuring FLSA compliance, and Expert payroll data is ready on time for Payroll processing

Ensure experts adhere to assigned schedules, manage attendance for the team

Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports

Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnership with HRBP

Serve as additional escalation point when needed to assist customers and clients

Maintain constant awareness of service levels and team efficiency

Identify processes and develop behaviors within the team that champion speed of resolution and successful follow up actions which support Experts and Technicians to improve the customer experience

Meet key performance indicator metrics for call performance measurements through development, training, and support of Experts

Implement new processes and procedures

Work cross functionally with other departments across Network Support Center, Frontline Support and the Asurion Service Network

Assist with special projects as assigned

Progress through Everyday Leadership at a steady, timely pace

Qualification

Employee ManagementCoachingPerformance MetricsServiceBench KnowledgeAppliance Repair ExperienceCall Center SoftwareTeam BuildingCommunication SkillsProblem SolvingTime Management

Required

Previous management experience

Be computer literate and learn new call center software

5+ year of appliance repair experience

Active listener; strong communication - verbal and nonverbal

Good analysis; solves basic problems

Manages time; takes direction from leader

Builds relationships with teammates

Basic understanding of the products and services offered

Adaptable to change; manages change in work priorities

Contributing team member and pursues relationships to advance work

Provides peer to peer feedback Inspires peers through engagement and team support

Accountable for own performance and supporting efforts of team, acting with a customer first mindset

Preferred

Associates degree or equivalent management experience with at least 1 year in management (call center preferred)

Significant ServiceBench knowledge

Ability to research and develop a clear understanding of all processes and procedures related to Service Management, Contact Center, Claims, and Accounting