Same Unit Repair Supervisor

Asurion • Nashville, TN 37201

Posted 2 weeks ago

Job Description

TheSam Unit Repair(SUR) Supervisorjob entails organizing and directing the daily activities of the SUR operation. The main responsibility of a Supervisor is to manage, develop, and guide a network of SUR experts across the country to ensure their ability to provide outstanding customer service and execute tasks effectively. SUR experts will be entirely remote with their Supervisor acting as their primary point of contact. Supervisors will be accountable for managing expert schedules and monitoring staffing levels. Supervisors will also ensure compliance and provide coaching to all experts.

Duties and Specifications:

Managing and directing the daily activities of SUR experts

Using all available tools to ensure effective supervising, planning, and managing functions within SUR group

Carrying out coaching, training, disciplining, and reviewing all experts

Acting as an information source and answering expert 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 experts to improve efficiency

Ensure consistent professional development of experts

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 experts in a helpdesk environment

Must be able to ensure experts 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


Bachelor's degree or associate's degree from an accredited institution

1+ year(s) experience in call center management

Passion for technology

Technical certifications preferred

Proven team building experience, must have a track record of building teams that consistently exceed client expectations



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