Supervisor (Smyrna, TN)(Job Number: SUP07487)
Service and Repair Manager
Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery. This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support.
Supervisors are trusted subject matter experts that act as an advisor to call center Business Unit Directors. They are responsible for implementing training, upholding coaching standards, and driving employee performance across multiple functions in order to create a world-class coaching environment. The incumbent will observe, evaluate, and provide feedback on experts and coaches to senior leaders. The position is responsible for the development and integration of performance management and coaching programs.
DUTIES & RESPONSIBILITIES:
Provide expertise in the planning, facilitation, and organization of coaching initiatives with employee leadership for both frontline and professional employees. Assess needs, plan, develop, coordinate, monitor and evaluate In-Store Staff.
Create an inclusive environment which embraces and derives value from diversity and change
Responsible for attending, observing, and facilitating regular coaching and leadership sessions to evaluate and develop technicians
Observe performance and provide coaching sessions. Responsible for providing analysis and reporting on the quality and effectiveness of the Technician.
Facilitate or coach to the implementation of and education on new tools and resources available to Technicians.
Manage multiple cross-functional learning and performance support projects
Hold stakeholders accountable for actions in the implementation and development of new tools and processes
Responsible for counseling stakeholders to solve problems and remedy issues of decreased productivity and efficiency
Responsible for directing Technicians by providing and receiving constructive feedback to address opportunities, course-correct, and drive performance improvement
Assist with the general development of Individual Development Plans and performance action plans
Knowledge of and proven work experience with education principles and methods for coaching curriculum and training design, and teaching, instruction, and supervision of individuals and groups
Proven ability to adhere to regulations and standards quickly with little training
Knowledge of Asurion principles and processes for providing customer and personal services
Excellent organizational and problem-solving skill; superior public speaking skills
Strong relationship building and influencing skills at a variety of levels
This position may require that you hold a valid insurance license. Failure to pass the insurance license exam or an inability to obtain or maintain the required license(s) will result in forfeiture of the position
Bachelor’s Degree OR equivalent combination of education and experience
People leadership or training experience a plus
One year’s hands-on experience as a Technical Device Technician
Experience in the next gen technologies related to cloud, mobile, social, or big data
Experience with Microsoft Office suite
Store location for this role:
598 Sam Ridley Pkwy W
Smyrna, TN 37167
US-TN-ATT TN - Smyrna - 598 Sam Ridley Pkwy W