Call Center Operations & Customer Solutions Lead

Asurion; Hinoba-an; Hybrid; PHP 781,000 - 1,228,000; Full time

Benefits offered by this job

Health, dental, and vision

Retirement savings plan

Paid time off

Ongoing training

Job summary

Asurion is seeking an Operations Manager to lead a high-performing call center team in Cebu. You will drive sales, customer service, and operational metrics while coaching Supervisors and Representatives to deliver exceptional support for internal and external customers.

You will collaborate with HR, Training, Workforce, and Quality to optimize processes, ensure governance, and align with Asurion's core values. This role is onsite and requires strong leadership in a dynamic environment.

Qualifications

• 5–8 years in call center; 2–3 years in manager role leading a sales program.
• College degree or equivalent; advanced degree preferred.
• Strong leadership, honesty, and communication skills.

Responsibilities

• Follows directives of Site Director and provides direction to Supervisors.
• Motivates Supervisors to achieve sales, service, and performance metrics.
• Develops action plans using data to improve operations and customer experience.
• Collaborates with HR, Training, Workforce, Finance, and quality teams to ensure consistent operations.
• Provides coaching, guidance, and career development to supervisors.

Skills

Leadership

Call Center

Sales Coaching

Data Analysis

Process Improvement

Staff Development

Communication

MS Office

Education

Bachelor's degree in related field

Tools

ACD Systems

Workforce Management

Quality Management Tools

MS Office

Job description

Asurion is seeking an Operations Manager to lead a high-performing call center team in Cebu. You will drive sales, customer service, and operational metrics while coaching Supervisors and Representatives to deliver exceptional support for internal and external customers.

You will collaborate with HR, Training, Workforce, and Quality to optimize processes, ensure governance, and align with Asurion's core values. This role is onsite and requires strong leadership in a dynamic environment.