Director, Customer Solutions Operations

Asurion; Santa Rosa; On-site; PHP 4,944,376 - 7,416,564; Full time

Benefits offered by this job

Health, dental, and vision coverage

Retirement savings plan

Paid time off

Continuing education support

Ongoing training opportunities

Job summary

Asurion in Santa Rosa, Philippines, is seeking a Director of Call Center Operations to lead a large team focused on delivering exceptional customer service and operational performance. You will be tasked with managing daily operations, developing a growth strategy, and ensuring high levels of employee engagement.

The ideal candidate possesses strong leadership and analytical skills with experience in driving sales and managing a budget. Benefits include competitive pay, health coverage, and ongoing education support.

Qualifications

• Proven record of managing high-volume call centers.
• Strong analytical skills to evaluate performance metrics.
• Experience in driving sales and operational metrics.

Responsibilities

• Lead a team of over 500 call center agents.
• Drive customer service excellence through performance metrics.
• Develop a Call Center growth strategy and manage budgets.

Skills

Sales behaviors

Customer service capabilities

Data analysis

Team leadership

Education

Bachelor's degree or equivalent experience

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.