Network Support Center Coach

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

SKILLS:

Soft/Leadership skills:

• 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.

EDUCATION AND EXPERIENCE:

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

Preferred Education and Experience

• 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.

SUPERVISORY RESPONSIBILITIES:
1-15

TRAVEL REQUIREMENTS:
Travels: Yes
Percent of time: 5-10%
Overnight required: N/A
*Flexible to work all shifts as required (evenings, weekends, and holidays)

PHYSICAL DEMANDS:
Stationary Position - Frequently
Vision - Frequently
Hearing - Frequently

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. "