Call Center Supervisor

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

Supervisor, Call Center Operations

The Supervisor, Call Center Operations is responsible for organizing and directing the daily activities of a tech support call center operation. They will build, manage, and coach teams of Representatives who are able to provide exceptional customer service, deliver consistent sales results, and execute tasks effectively. The Supervisor will be accountable for resolving system outages, ensuring Representatives are meeting quality standards outlined in client contracts, calculating, and coaching to call center performance metrics, monitoring sales performance, and analyzing reports to ensure efficiency and effectiveness. They will coach Representatives to effectively engage with customers to solve tech issues, consistently offer our Connected Home product, understand their technology, and upsell other protection/tech support solutions based on their needs.

The Supervisor, Call Center Operations is responsible for organizing and directing the daily activities of a tech support call center operation. They will build, manage, and coach teams of Representatives who are able to provide exceptional customer service, deliver consistent sales results, and execute tasks effectively. The Supervisor will be accountable for resolving system outages, ensuring Representatives are meeting quality standards outlined in client contracts, calculating, and coaching to call center performance metrics, monitoring sales performance, and analyzing reports to ensure efficiency and effectiveness. They will coach Representatives to effectively engage with customers to solve tech issues, consistently offer our Connected Home product, understand their technology, and upsell other protection/tech support solutions based on their needs.

Requirements

• Must have the ability to handle multiple priorities, work in a fast environment, and manage time effectively
• Must have excellent interpersonal skills and build effective relationships with direct reports and internal and external professionals
• Must be able to lead Representatives to success in call performance metrics and sales goals
• Must have strong written and verbal communication skills
• Be able to collect appropriate data and make decisions quickly
• Bring energy needed to motivate Representatives to support and facilitate sales
• Bachelors or Associates degree from an accredited institution or related experience
• Must have at least 2-years experience in a leadership position in a call center experience
• Must have experience managing a telco/technical support and sales program, preferably for at least 2 years.
• Must demonstrate a track record of building teams who consistently exceed client expectations

Brick/Mortar locations – Regularly requires working indoors in environmentally controlled condition. Regularly requires working with other in close proximity and sharing workspaces. Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peak hours.

Schedules: Flexible to work all shifts as required (evenings, weekends, and holidays)

Our Culture

Asurionisa global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position.Our products and services help nearly 300 million customers worldwide. The Asurion Way informs our values as colleagues and emphasizes that how we work matters just as much as the work itself. Here’s how we practice the Asurion Way: Customer First We provide our customers with excellent service through empathetic, helpful, and simple interactions. Our first step? To listen. One Team We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints. Divine Discontent We're not afraid to roll up our sleeves and do more. We start small, scale with success, and tap into our full potential to deliver the best products and services. Act with Integrity We take ownership and pride in the work we do. We build trust-based relationships and do what's right-even when no one is looking. Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.