Leader of Leaders, BPO Operations & CX Excellence

Asurion; Mabalacat; On-site; PHP 1,800,000 - 2,800,000; Full time

Job summary

Asurion Philippines is seeking a Senior Operations Manager to lead a team of Operations Managers, strengthening performance and building a high-performing culture focused on people, customers, sales, and results.

You will coach and develop leaders, drive performance against KPIs, and partner with HR, Training, and other functions to improve processes and engagement. This is a strategic leadership role within a BPO environment.

Qualifications

• 7-10 years of Call Center/BPO experience.
• At least 3-5 years at the Manager level.
• 2-3 years of experience directly managing Managers preferred.

Responsibilities

• Lead, coach, and develop Operations Managers and their teams.
• Drive performance against customer, sales, quality, productivity, and operational goals.
• Partner with HR, Training, Workforce Management, Quality, Client Services, and other key functions.
• Identify opportunities to improve people, processes, and technology.
• Strengthen employee engagement, retention, rewards, and recognition.
• Support strategic site planning and operational initiatives.
• Represent Asurion in key client interactions and support client-driven changes.
• Help build a culture where leaders and team members can perform, develop, and succeed.

Skills

Leadership

Coaching

People development

BPO Operations

KPI management

ACD/WFM

MS Office

Tools

ACD/WFM

Job description

Asurion Philippines is seeking a Senior Operations Manager to lead a team of Operations Managers, strengthening performance and building a high-performing culture focused on people, customers, sales, and results.

You will coach and develop leaders, drive performance against KPIs, and partner with HR, Training, and other functions to improve processes and engagement. This is a strategic leadership role within a BPO environment.