Premier Support Solutions (PSS) Supervisor

Company Name:
Asurion
The Premier Support Solutions (PSS)
supervisor
's
job
entails organizing
and directing the daily activities of the call center operation. The main responsibility of a PSS Supervisor is to manage, develop, and guide call center agents and leads to ensure their ability to provide outstanding customer service and execute tasks effectively. Supervisors will also be
accountable for resolving system outages, ensuring agents are meeting quality standards outlined in client contracts, calculating call center performance metrics, and analyzing reports to ensure efficiency. Premier Solutions Support supervisors will contribute to the development of new
systems, take part in recruiting and interviewing tech agents, and have some reporting responsibilities.
Duties and Specifications
Managing and directing the daily activities of PSS agents and leads
Using all available tools to ensure effective supervising, planning, and managing functions within PSS Group
Carrying out coaching, training, disciplining, and reviewing all agents and leads
Acting as an information source and answering lead or agents questions, assigning tasks, following up and giving instructions as needed
Resolving client and internal complaints and questions
Ensuring that the team members acquire the appropriate support, tools and training to apply skills and knowledge on the job
Carrying out performance measurement and evaluation of all agents and leads to improve efficiency
Ensure consistent professional development of agents and leads
Communicating solutions, successes, best practices and opportunities within the organization
Practicing and ensuring compliance with Asurion and client policies and procedures
Skills and Specifications
Ability to inspire trust and credibility to support agents and leads in a helpdesk environment

Must be able to ensure agents and leads are meeting or exceeding client expectations
Excellent people and interpersonal skills to build effective relationships with internal and external professionals
Excellent team building skills
Ability to plan well and prioritize multiple projects simultaneously
Maintain character under tight pressure in a fast paced environment
Excellent analytical skills to collect appropriate data and make good decisions quickly

Strong written and verbal communication skills
Qualifications:
Bachelor's degree or associate's degree from an accredited institution
1+ Years of experience in call center management
Passion for technology
Technical certifications preferred
Experience with Avaya CMS and other helpdesk reporting tools
Proven team building experience, must have a track record of building teams that consistently exceed client expectations
Must show a passion for lifelong learning


Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.

More Jobs

Financial Solutions Advisor - Series 7 & Serie...
Nashville, TN Bank of America Corporation
Virtual IT Solutions Account Executive in the ...
Memphis, TN Rocana, Inc.
Weekend Float Pool / House Supervisor, Regiser...
Hendersonville, TN Hendersonville Medical Center
Director Talent Management Solution Sales
Nashville, TN HealthStream
Telecommuting DB2 ZOS Systems Support Specialist
Memphis, TN Artech Information Systems Llc
EMS Client Support Specialist (Niceville, FL)
Nashville, TN Intermedix