Engineer 2 supporting Metro Ethernet test and turn up for Comcast Business. Troubleshooting complex network issues for Federal Government and Enterprise commercial customers.
About the role
- Network Support Center Coach managing expert teams for customer support at Asurion. Responsible for organizing daily activities and ensuring service standard compliance.
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
- 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
- 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.
Requirements
- Previous management experience
- Be computer literate and learn new call center software
- 5+ year of appliance repair 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.
Benefits
- Flexible to work all shifts as required (evenings, weekends, and holidays)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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