Customer Solutions: Call Center Operations Leader

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Paid time off

Ongoing training

Job summary

Asurion Philippines seeks a Manager, Call Center Operations to lead a Supervisors team, drive performance, and align with Asurion's core values. You will mentor staff, optimize processes, and ensure high standards of customer service, sales, and efficiency across the operation.

The role requires strategic planning, cross-functional collaboration, and a focus on employee development in a fast-paced environment. Join a global leader in tech support and protection services.

Qualifications

• Strong leadership with a track record of managing call center teams.
• Proven ability to drive sales, customer service, and operational metrics.
• Excellent communication and interpersonal skills.

Responsibilities

• Follows directives of Site Director
• Provides exceptional customer service to internal customers
• Drives sales, operational, and customer service metrics by motivating Supervisors
• Demonstrates mastery of sales behaviors, customer service capabilities, and product knowledge
• Uses data to identify trends and develop action plans to improve performance
• Collaborates with HR, Training, Workforce, Marketing, and Finance/Payroll
• Fosters a cooperative team environment on the supervisor team
• Train, motivate and support Supervisors on essential skills
• Prioritize goals to achieve business objectives
• Communicates frequently to motivate teams
• Seeks input from impacted team members
• Provides rewards and recognition for top performers
• Continuously seeks opportunities to improve operations
• Ensure expectations are met for team, client, and subscribers
• Collaborates with Workforce Management to implement improvements
• Works with HR to apply policies fairly
• Partners with Quality to maintain call evaluation standards
• Assists Director with strategic planning for Operations
• Maintains knowledge of operations and guiding projects
• Updates knowledge of products and trends to improve customer experience
• Helps manage budget and understand financial impact

Skills

Leadership

Sales management

Coaching

Customer service

Data analysis

MS Office

Education

Bachelor's degree or equivalent

Tools

ACD

Workforce management

Quality management tools

Job description

Asurion Philippines seeks a Manager, Call Center Operations to lead a Supervisors team, drive performance, and align with Asurion's core values. You will mentor staff, optimize processes, and ensure high standards of customer service, sales, and efficiency across the operation.

The role requires strategic planning, cross-functional collaboration, and a focus on employee development in a fast-paced environment. Join a global leader in tech support and protection services.