Call Center Supervisor

Asurion; Philippines; On-site; PHP 1,845,018 - 2,767,527; Full time

Job summary

Asurion is seeking a Call Center Supervisor in the Philippines to manage and direct the daily activities of a tech support call center. You will ensure consistent service quality and drive sales results through coaching and developing your team of Representatives.

The ideal candidate should have a Bachelor’s degree, a minimum of two years of management experience, and proven leadership abilities to foster an energetic and motivating work environment.

Qualifications

• Ability to handle multiple priorities in a fast-moving environment.
• Proven leadership ability in call performance metrics and sales goals.
• Minimum of two years of management experience in a call center.

Responsibilities

• Manage daily activities and performance of Representatives.
• Drive sales and customer service metrics.
• Provide professional development and performance management.

Skills

Leadership

Interpersonal skills

Communication skills

Time management

Data analysis

Education

Bachelor’s or Associate’s degree

Tools

Call-center software

Job description

The Call Center Supervisor is responsible for organizing and directing the daily activities of a tech support call center operation, ensuring consistent service quality and sales results.

Duties and Responsibilities

• Manage and direct the daily activities and long‑term success of Representatives through coaching, training, development, and performance management.
• Assign tasks, follow up, answer questions, and give instructions as needed to meet customer needs.
• Drive sales, operational, and customer‑service metrics by motivating Representatives, holding them accountable, and providing consistent feedback.
• Demonstrate an understanding of sales behaviors, resources, and customer‑service best practices.
• Ensure Representatives are knowledgeable about our Connected Home product and use the “Serve, Solve, Sell” approach in every interaction.
• Use data to develop action plans for the team to drive sales and operational performance.
• Address and resolve team members’ internal concerns and questions.
• Maintain knowledge of multiple hardware platforms and operating systems to support Representatives.
• Ensure Representatives receive the appropriate tools, training, and support to resolve customer issues.
• Provide professional development and performance management to improve efficiency and results.
• Meet key performance‑indicator metrics for call performance measurements and sales goals.
• Communicate company policies, procedures, and best practices to Representatives.
• Practice and ensure compliance with Asurion and client policies and procedures.
• Follow directives from Call Center Management (managers, directors, etc.).
• Ensure adequate staffing to meet contractual service‑level requirements and maintain reliable attendance.
• Maintain excellent relations with all internal and external customers of Asurion.
• Interact and assist with other Supervisors on the team and various support functions, including Quality, Tech Leads, and Training.
• Perform other duties as assigned.

Required Qualifications

• Ability to handle multiple priorities, work in a fast‑moving environment, and manage time effectively.
• Excellent interpersonal skills and ability to build effective relationships with direct reports and internal/external professionals.
• Proven leadership ability to lead Representatives to success in call‑performance metrics and sales goals.
• Strong written and verbal communication skills.
• Ability to collect data and make decisions quickly.
• Energetic and motivating presence to support and facilitate sales.
• Computer literacy with a typing speed of 25–35 words per minute and the ability to learn new call‑center software.
• Ability to pass a hiring assessment covering soft‑skill scenario modeling, business decisions, and product knowledge.
• Bachelor’s or Associate’s degree from an accredited institution.
• Minimum two‑year experience in a management position within a call center.
• Track record of building teams that consistently exceed client expectations.
• At least one year of experience managing a sales program.

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, ethnic origin, color, or disability.