Call Center Operations Lead - Tech Support & Sales

Asurion; Iloilo City; On-site; PHP 558,000 - 893,000; Full time

Job summary

Asurion in Iloilo City seeks a Supervisor, Call Center Operations to organize and direct daily activities of a tech support call center, building and coaching teams to deliver outstanding customer service and strong sales results.

You will monitor performance metrics, resolve outages, and ensure compliance with client contracts while coaching staff to engage customers and upsell Connected Home products and protection/tech support solutions based on needs.

Qualifications

• Leadership experience in call center management.
• Ability to coach Representatives to meet quality and sales goals.
• Experience resolving outages and analyzing performance metrics.
• Strong written and verbal communication skills.
• Bachelor's or Associate degree or related experience.

Responsibilities

• Organize and direct daily activities of a tech support call center.
• Build, manage, and coach teams of Representatives.
• Ensure quality standards and client contract adherence.
• Monitor sales performance and analyze reports for efficiency.
• Coach Representatives to engage customers and upsell solutions.

Skills

Leadership

Customer service excellence

Communication skills

Time management

Data analysis

Team coaching

Multitasking

Education

Bachelor's or Associate degree

Job description

Asurion in Iloilo City seeks a Supervisor, Call Center Operations to organize and direct daily activities of a tech support call center, building and coaching teams to deliver outstanding customer service and strong sales results.

You will monitor performance metrics, resolve outages, and ensure compliance with client contracts while coaching staff to engage customers and upsell Connected Home products and protection/tech support solutions based on needs.