Network Support Center Coach

Asurion•Smyrna, GA

14d

About The Position

The Network Support Center Coach is responsible for organizing and directing the daily activities of Network Support and Success Experts. They will build, manage, and coach teams of Support and Success Experts who provide real time and ongoing support to customers, coaches, experts, and field technicians related to business processes, technical issues, and troubleshooting. The Network Support Center Coach will be accountable for ensuring Experts are meeting service standards outlined, calculating and coaching to Network Support Center performance metrics, and analyzing reports to ensure efficiency and effectiveness. ESSENTIAL JOB SKILLS/DUTIES: Employee Management – 60% 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 Business Management - 40% 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

Requirements

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
Previous management experience
Be computer literate and learn new call center software
5+ year of appliance repair experience

Nice To Haves

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.

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