Operations Manager - Customer Solutions

Asurion; Carmen; On-site; PHP 600,000 - 900,000; Full time

Job summary

A leading company is seeking an Acting Operations Manager to lead and develop a team of Call Center Supervisors. The successful candidate will be responsible for enhancing customer satisfaction and operational performance while fostering a collaborative team environment and ensuring adherence to company policies. This role requires strong leadership abilities, strategic planning skills, and a commitment to achieving business objectives.

Qualifications

• Excellent managerial and leadership skills.
• Experience in customer service operations.
• Ability to coach and develop team members.

Responsibilities

• Lead Call Center Supervisors to improve performance and satisfaction.
• Ensure operational efficiency through collaboration with various departments.
• Develop standard operating procedures and best practices for Call Center.

Skills

Leadership

Coaching

Customer service

Communication

Team collaboration

Job description

The Acting Operations Manager will lead a team of Call Center Supervisors by providing them with direction, support and career development. The position is responsible for improving customer satisfaction and the productivity and performance of Customer Service Representatives. The Acting Operations Manager will also improve team member satisfaction resulting in the retention of Call Center Supervisors and Customer Service Representatives.

• Follow the directives of the Call Center Director or the Call Center Operations Senior Manager.
• Provide customer service to all internal customers of Asurion.
• Collaborate and cooperate with other functional areas including Human Resources, Training, Workforce, Marketing and Finance/Payroll.
• Foster a team environment with peers on the supervisor team.
• Provide leadership, direction, support and career development to Call Center Supervisors in a manner that is consistent with Asurion’s core values and business objectives.
• Train, motivate and coach the Call Center Supervisors on the essential skills needed by each team member to succeed in their job.
• Appropriately prioritize team goals and individual goals to effectively achieve business objectives.
• Communicate frequently and openly to motivate team members to achieve the Call Center’s goals. Actively seek input from team members who will be impacted by any change to existing operations.
• Provide rewards and recognition to top performers.
• Continually seek opportunities to improve Call Center operations including people, processes and technologies.
• Ensure that team, client and subscriber expectations are met and exceeded.
• Collaborate with Workforce Management to implement their recommendations for improving operational efficiencies.
• Collaborate with Human Resources to ensure that policies and procedures are consistently and fairly applied.
• Work with the Quality Department to ensure consistency in call evaluations and that quality objectives are achieved.
• Assists the Call Center Director/Senior Manager with strategic planning as it pertains to Call Center operations.
• Maintain an excellent working knowledge of the entire Call Center operation, as well as developing Call Center projects.
• Update and continuously develop knowledge of products, processes and Call Center trends to provide recommendations that improve the customer experience, employee satisfaction and corporate performance.
• Develop and implement standard operating procedures for Call Center departments and ensure best practices are maintained.
• Manage changing priorities in a multitasking environment.
• Help to manage Call Center budget and understand the impact of decisions and actions based on the overall company financial performance.
• Work on special projects as requested.
• Quickly resolve concerns and problems within the Call Center.
• Commitment to achieve all goals and objectives.
• Establish a strong leadership presence within the Call Center by being involved and interactive while on the Call Center floor and by being approachable.
• Maintain an open-door relationship with all employees.
• Perform other duties as assigned.