NashvilleTNRecruiter Since 2001
the smart solution for Nashville jobs

Sr Manager of In-Home Customer Operations

Company: Asurion
Location: Nashville
Posted on: July 15, 2019

Job Description:

The?Senior Operations Manager?will lead a team of Operations Managers by providing them with direction, support and career development.?Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of all clients and teams.?Improve team member satisfaction by creating an environment consistent with Asurion's Core Values, resulting in retention of leaders and representatives. ? The Senior Operations Manager will oversee the operations of assigned clients and/or teams in accordance with Asurion's Core Values by providing outstanding service to both internal and external customers. This position is responsible for understanding and complying with operational contractual requirements of Asurion's clients. Position responsibilities include coaching and development of Operations Managers and teams to meet and exceed established goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment.? ? ?The Primary Duties and Responsibilities:

  • Provides exceptional customer service to all internal customers of Asurion
  • Collaborates and cooperates with other functional areas including; Human Resources, Training, Workforce, Communications,?Customer and Employee Experience, and Client Services
  • Fosters a cooperative team environment within the management team and site
  • Provide leadership, direction, support and career development to teams in a manner consistent with Asurion's Core Values and business objectives
  • Lead Operations Managers to support their teams to train, motivate and coach leaders on the essential skills to meet that each team member has the tools they need to succeed at their job
  • Appropriately prioritize site, team, and individual goals to effectively achieve business objectives
  • Actively seeks input from team members to understand successes and opportunities and leverage of input to make improvements
  • Helps to develop, define and execute a culture that leverages rewards and recognition
  • Continually seeks opportunities to improve operations, including people, processes, and technologies
  • Ensure that team member, client, and customer expectations are met and exceeded
  • Collaborate with Workforce Management to implement their recommendations for improving operational efficiencies
  • Collaborate with Human Resources to ensure that policies and procedures are consistently and fairly applied
  • Work with the Quality department and Operations Managers to ensure consistency in call evaluations and that quality objectives are achieved
  • Assists Director with strategic planning as it pertains to Operations Teams
  • Represents Asurion in client interactions to include: Supporting and facilitating client requested changes and representing customer experience feedback
  • Maintains an excellent working knowledge of the operation, as well as leading and developing department projects
  • Update and continuously develop knowledge of products processes, and trends to provide recommendations that improve the customer experience, employee satisfaction, and enterprise performance
  • Help to develop and manage strategies and action plans to manage site and enterprise employee retention and satisfaction
  • Help to manage teams budget and understand the impact of decisions and actions based on the overall company financial performance ? Qualifications:
  • Ability to quickly resolve concerns and problems within the Department
  • Demonstrates a commitment to achieve all goals and objectives
  • Establishes a strong leadership presence within the Department by being involved, interacting with all members of the team, and being approachable
  • Proven and demonstrable leadership, management and motivational skills
  • College degree or equivalent experience required-advanced degree(s) or certification(s) preferred
  • Minimum of 7-10 years call center experience required, with at least 3-5 years at the manager level and 2-3 years directly managing manager level employees
  • Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior
  • Exudes the ability to inspire, motivate and influence others to achieve
  • Demonstrated excellence in communication (written and verbal) with internal and external customers
  • Results-driven, action-oriented, and self-motivated mindset
  • Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
  • Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools.
  • Proficiency using MS office#LI-EW1 CUS19436 - Nashville - Tennessee - US - 2019/07/10

Keywords: Asurion, Nashville , Sr Manager of In-Home Customer Operations, Executive , Nashville, Tennessee

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Other Executive Jobs

Description: Seeking a CEO-minded Business Development Market OwnerOur client, the largest curator of boutique fitness brands in the world, has been named to a prestigious annual list of the World's Most Innovative (more...)
Company: Fitness Brand
Location: Nashville
Posted on: 07/22/2019

Area Sales Manager
Description: Area Sales Manager Due to continued growth and new hotel openings, Drury Hotels has an exciting career opportunity waiting for you We are currently searching for an Area Sales Manager for our Drury Inn (more...)
Company: Drury Hotels
Location: Nashville
Posted on: 07/22/2019

Director, Strategic Resource Group
Description: Key Qualifications:Skills:TableauMinimum Education:BachelorsYears of Experience:5 yearsBenefits:Full benefits About this Company: It's no secret that healthcare is changing: reimbursement rates are declining, (more...)
Company: Relode
Location: Nashville
Posted on: 07/22/2019

Plant Manager (1608)
Description: At ENGIE North America, innovation and excellence create a platform for growth. We have a range of businesses in the United States and Canada, including clean power generation, cogeneration, and energy (more...)
Company: ENGIE
Location: Nashville
Posted on: 07/22/2019

Director of Strategic Planning
Description: The Director of Strategic Planning is accountable for providing sound communications strategies for business transformation and developing integrated campaign plans. This role works across disciplines (more...)
Company: GS&F
Location: Nashville
Posted on: 07/22/2019

Transportation Logistics Clerk
Description: Adecco is assisting a local client in recruiting for a current for a Logistics Tech job in Nashville, TN. This is a temporary job opportunity. As an entry level Account Clerk, you will be responsible (more...)
Location: Nashville
Posted on: 07/22/2019

Senior Project Manager
Description: Overview / Responsibilities Wood is currently recruiting for Senior Project Manager with Heavy Civils experience for our Nashville-TN office. This position is based out of our Nashville, TN office but (more...)
Company: Wood
Location: Nashville
Posted on: 07/22/2019

Director of Clinical Compensation
Description: Key Qualifications: Minimum Education: Bachelors Years of Experience: 10 years Benefits: Full benefits About this Company: We are on the front lines of change: Through our three primary business units, (more...)
Company: Relode
Location: Nashville
Posted on: 07/22/2019

Director, Strategic Resource Group
Description: Key Qualifications: br Skills: br Tableau Minimum Education: br Bachelors Years of Experience: br 5 years Benefits: br Full benefits About this Company: It's no secret that healthcare is changing: (more...)
Company: Relode
Location: Nashville
Posted on: 07/22/2019

Commercial Lines Account Manager
Description: The Commercial Lines Account Manager candidate needs to be a self-starter, well organized, highly detailed, possess excellent written and verbal communication skills as well as having a solid commercial (more...)
Company: Patra Corp
Location: Clarksville
Posted on: 07/22/2019

Log In or Create An Account

Get the latest Tennessee jobs by following @recnetTN on Twitter!

Nashville RSS job feeds