Director, Customer Solutions Operations

Asurion; Cebu City; On-site; PHP 4,920,049 - 7,380,074; Full time

Benefits offered by this job

Health, dental, and vision insurance

Retirement savings plan

Paid time off

Continuing education support

Ongoing training to develop skills

Job summary

Asurion is seeking a dynamic Director of Call Center Operations in Cebu City to lead over 500 call center agents. This role focuses on driving customer service excellence, establishing a positive work culture, and achieving operational efficiency.

The ideal candidate will spearhead performance improvements, conduct employee reviews, and foster relationships with stakeholders while managing budgets and driving sales metrics.

This position offers competitive pay and benefits including health, paid time off, and ongoing training.

Qualifications

• Experience leading large teams in a call center environment.
• Strong understanding of call center operations and customer service metrics.
• Ability to conduct performance reviews and provide constructive feedback.

Responsibilities

• Lead and manage a team of over 500 call center agents.
• Drive sales and customer service metrics effectively.
• Evaluate and report on key performance metrics.

Skills

Leadership

Sales performance

Customer service

Data analysis

Team motivation

Job description

Role Overview

As Director, Call Center Operations, you will be highly visible, dynamic, and results‑focused, leading a team of over 500 call center agents and management. You foster healthy relationships with internal partners, promote a people‑oriented culture, and drive profitability and customer‑service excellence.

Key Responsibilities

• You are the expert resource for processes and tasks associated with the Call Center, evaluating and reporting key performance metrics with confidence.
• You manage daily Call Center performance, ensuring high levels of Customer Service.
• You drive sales, operational, and customer service metrics by communicating expectations, motivating, and holding all leaders accountable for performance and behaviors.
• You drive and motivate the team to master sales behaviors, customer service capabilities, and deep Connected Home product knowledge.
• Using data, you identify trends and insights, root causes, anticipate challenges, and develop team‑wide action plans that drive sales and operational performance in line with Asurion’s Core Values.
• You collaborate with business partners to proactively develop improvement initiatives.
• You conduct periodic employee reviews with call center management and employees, meeting 100% annual review targets as directed by Senior Leadership and Human Resources.
• You conduct other responsibilities as set by Customer Care Leadership.
• You successfully lead up to 500+ call center agents and management team.
• You motivate and generate enthusiasm among employees, thereby promoting excellent morale.
• You provide honest and timely performance and culture‑fit feedback while identifying opportunities for growth and learning.
• You create, recommend, and implement a Call Center growth strategy.
• You develop and manage the annual departmental budget, including identification of and clear justification of key variances.
• You assist Senior Stakeholders in establishing clear roles, direction, responsibilities, and performance requirements for the Call Center Management team.
• You assist in skills assessment by measuring and reviewing periodic performance, delivering feedback, assessing reactions, and responding appropriately.
• You promote retention of valuable resources and develop capabilities to advance key business initiatives.
• You assist the Senior Stakeholder in providing strategic and tactical planning for the Call Center to ensure quality interactions with clients, subscribers, associate satisfaction, and operational effectiveness.
• You perform cost‑benefit analysis and identify cost efficiencies and savings opportunities.
• You lead Enterprise‑wide initiatives to advance performance in all call centers.
• You assist Senior Stakeholders in defining Call Center KPIs and effectively implementing 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

EEO Statement

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.