Director, Customer Solutions Operations

Asurion; Calubihan; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive pay and benefits

Retirement savings plan

Paid time off

Continuing education support

Ongoing training to grow your skills

Job summary

Asurion is looking for a Director of Call Center Operations who will manage a large team and ensure high standards of customer service. The role requires motivation of staff and collaboration with business partners to improve performance and operations.

The ideal candidate will have extensive experience in call center leadership, operational oversight, and driving sales results, and will be passionate about employee development.

This position offers competitive pay and benefits, including health care and retirement plans.

Qualifications

• Experience leading a large call center team (up to 500 agents).
• Proven ability to drive sales and operational performance.
• Strong communication and interpersonal skills.

Responsibilities

• Manage daily Call Center performance ensuring high levels of customer service.
• Drive sales, operational, and customer service metrics.
• Collaborate with business partners to develop improvement initiatives.

Skills

Call Center Leadership

Operational Management

Customer Service

Sales Leadership

Data Analysis

Team Motivation

Job description

Director, Call Center Operations

What you will be doing: As Director of Call Center Operations you are highly visible and dynamic, not shy of results. You foster healthy relationships with internal business partners, promote a healthy work/life balance, value a people‑oriented culture, and encourage collaboration and teamwork. You are gratified by setting employees on professional development journeys and consider their achievements your success. You bring extensive Call Center, operational, customer service, and sales leadership experience, developing new leaders, establishing and implementing controls around processes, instilling best practices, goal setting, and exemplifying key leadership traits such as integrity, drive for results, and celebrating success.

Essential Duties and Responsibilities

• Manage daily Call Center performance ensuring high levels of customer service.
• Drive sales, operational, and customer service metrics by communicating expectations, motivating, and holding all leaders accountable for the performance and behaviors of the team.
• Motivate the team to master sales behaviors and resources, customer service capabilities, and deep Connected Home product knowledge.
• Use data to identify trends and insights, root cause issues, anticipate challenges, and develop team‑wide action plans that drive sales and operational performance consistent with Asurion’s Core Values.
• Collaborate with business partners to proactively develop improvement initiatives.
• Conduct periodic employee reviews with call center management and employees and meet 100% annual review targets as directed by Senior Leadership and Human Resources.
• Lead up to 500+ call center agents and management team.
• Motivate and generate enthusiasm among employees, thereby promoting excellent morale.
• Provide honest and timely performance and culture‑fit feedback while identifying opportunities for growth and learning.
• Create, recommend, and implement a Call Center growth strategy.
• Develop and manage the annual departmental budget, identify and justify key variances to senior Call Center leadership.
• Assist senior stakeholders in establishing clear roles, direction, responsibilities, and performance requirements for the Call Center Management team.
• Assist in skills assessment by measuring and reviewing periodic performance, delivering feedback, assessing reactions, and responding appropriately.
• Promote retention of valuable resources and develop capabilities to advance key business initiatives.
• Assist senior stakeholders in providing strategic and tactical planning for the Call Center to ensure quality interactions with clients, subscribers, associate satisfaction, and operational effectiveness.
• Perform cost‑benefit analysis and identify cost efficiencies and savings opportunities.
• Lead enterprise‑wide initiatives to advance performance in all call centers.
• Assist senior stakeholders in defining Call Center KPIs and effectively implement them.

Benefits

• Competitive pay and benefits including health, dental, and vision.
• Retirement savings plan.
• Paid time off.
• Continuing education support.
• Ongoing training to grow your skills.

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.