The position will be responsible for running day to day call center operations in a work at home and brick and mortar setting that focuses on sales leadership, fostering a collaborative and people oriented culture, implementing key drivers for success and proven ability in stabilizing organization effectiveness. ESSENTIAL JOB SKILLS/DUTIES: Managing daily Call Center performance ensuring high levels of Customer Service    Facilitating the achievement of sales metrics by communicating expectations, influencing and holding all leaders accountable for the sales performance and behaviors of the entire team  Motivating all members of the team to embrace and master sales behaviors, sales resources, and comprehensive Connected Home product knowledge  Evaluating and translating the implications of sales data and trends, identifying root cause, forecasting upcoming challenges, and developing action plans for the entire team to cultivate sales performance  Collaborating with business partners to proactively develop improvement initiatives    Conduct periodic employee reviews with call center management and employees and meet 100% annual reviews as directed by Senior Leadership and Human Resources    Creating, recommending and implementing a Call Center growth strategy    Developing and managing the annual departmental budget, including identification of and clear justification of key variances to the senior Call Center leadership team    Assist Senior Stakeholders in establishing clear roles, direction, responsibilities, and performance requirements for the Call Center Management team   Promote retention of valuable resources and develop capabilities to advance key business initiatives    Assist the Senior Stakeholder in providing strategic and tactical planning for the Call Center to ensure quality interactions with clients, subscribers, associate satisfaction, and operational effectiveness    Perform cost-benefit analysis and identify cost efficiencies and savings opportunities   Lead Enterprise-wide initiatives to advance performance in all call centers   Adheres to internal standards, policies and procedures Performs other duties as assigned SKILLS: Technical skills: Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools. Proficiency using MS office Experience recruiting and training personnel for the specific requirements of telephone and remote in computer support Experience managing teams of supervisors in telephone, chat, and remote in computer support Soft/Leadership skills: Demonstrated excellence in communication (written and verbal) with internal and external customers Must be experienced and comfortable, and able to demonstrate success working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity Results-driven, action-oriented, and self-motivated, balanced with strong interpersonal skills Exudes the ability to inspire, motivate and influence others to achieve EDUCATION AND EXPERIENCE: Required Education and Experience College degree or equivalent experience required-advanced degree(s) or certification (s) preferred Minimum of 10+ years managing within call centers required, with at least 5-7 years of management experience above and beyond first line supervisory experience Experience recruiting and training personnel for the specific requirements of telephone and remote in computer support Experience in launching new call center or new project Experience managing teams of supervisors in telephone, chat, and remote in computer support Preferred Education and Experience > 11 Years LICENSES / CERTIFICATIONS: Required Licenses/Certifications Property and Casualty License required SUPERVISORY RESPONSIBILITIES: Varies based on operational ratios TRAVEL REQUIREMENTS: Travels: Yes Percent of time: 10% Overnight required: Yes PHYSICAL DEMANDS: If one-third of the time – “seldom” or “occasionally” If one-third to two-thirds of the time or more occasionally to frequently” If more than two-thirds of the time – “constantly”] Stationary Position -Frequently Pushing/Pulling/Reaching - Seldom Climb - Seldom Kneel - Seldom Grab - Seldom Bend - Seldom Lift/carry over - Less than 5 LBS Vision - 20/20 Corrected Vision Hearing - N/A WORKING CONDITIONS: Wet or Humid - N/A Working near or on moving mechanical parts - N/A Working near or on heavy machinery - N/A Working in high places - N/A Exposed to fumes or airborne particles - Seldom Exposed to toxic or caustic chemicals - N/A Frequency of working in outdoor weather conditions - N/A Work with Electricity - N/A Work with explosives - N/A Work on or near a source of radiation - N/A Loud noise conditions (above 87dB)- N/A Other Environmental Factors including weather conditions______________________ NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE. ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS. THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING. Use this site to view the status of applications you’ve submitted and to take action on important tasks related to those applications. Asurion is a global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position. Our products and services help nearly 300 million customers worldwide. The Asurion Way informs our values as colleagues and emphasizes that how we work matters just as much as the work itself. Here’s how we practice the Asurion Way: Customer First We provide our customers with excellent service through empathetic, helpful, and simple interactions. Our first step? To listen. One Team We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints. Divine Discontent We're not afraid to roll up our sleeves and do more. We start small, scale with success, and tap into our full potential to deliver the best products and services. Act with Integrity We take ownership and pride in the work we do. We build trust-based relationships and do what's right-even when no one is looking. Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.

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