Operations Manager - Sales, Customer Solutions

Asurion; Mabalacat; On-site; PHP 1,400,000 - 2,200,000; Full time

Job summary

Asurion in Clark, Pampanga is seeking an Operations Manager to lead a team of Call Center Supervisors, providing direction, support and career development to improve customer satisfaction and productivity.

The role emphasizes data-driven performance management, rapid KPI actions, and strong sales leadership in a high-volume telco-oriented environment.

You will collaborate with QA and Training to close floor gaps and drive proactive solutions for sustained high performance.

Qualifications

• Minimum 5–8 years of call center experience.
• 3–5 years at the manager level.
• 2–3 years directly managing call center supervisors.
• Non-negotiable experience with sales (Telco preferred) and call center technology (ACD, WFM, quality tools).
• Proficiency using MS Office.

Responsibilities

• Drive performance to Senior Operations Manager (SOM) level with a data-driven approach.
• Lead a specific, strategic, and data-driven performance management process.
• Make decisions based on analytics and insights, not gut feel.
• Take immediate and targeted actions when KPIs are not met during mid-shift.
• Demonstrate interval management and real-time floor control.
• Develop and execute monthly action plans if targets are missed.
• Balance preventive actions, accountability, and discipline management.
• Proactively partner with QA and Training to identify floor gaps.
• Focus on preventive solutions rather than reactive fixes.
• Effectively manage and resolve a high volume of escalations.
• Lead within a hardcore sales environment with strategic sales leadership.

Skills

Call center leadership

Team management

Sales experience

Call center technology

MS Office

Tools

ACD

Workforce management

Quality management tools

Job description

The 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 Operations Manager will also improve team member satisfaction resulting in the retention of Call Center Supervisors and Customer Service Representatives.

Clark, Pampanga Site

EXPERIENCE:

• Minimum of 5-8 years call center experience required, with at least 3-5 years at the manager level

• 2-3 years directly managing call center supervisors

• Proven and demonstrable leadership, management, and motivational skills

• Non-negotiable experience with Sales ( Telco preferred ),call center technology, including ACD, workforce management agent productivity tools, and quality management tools.

• Proficiency using MS office suite

Role Overview

• Drive high performance standards comparable to an Senior Operations Manager (SOM) level

• Lead a specific, strategic, and data-driven approach to performance management

• Make decisions based on analytics and insights, not gut feel

Performance & KPI Management

• Take immediate and targeted actions when KPIs are not met during mid-shift

• Demonstrate strong interval management and real-time floor control

• Develop and execute monthly action plans if targets are missed

• Balance preventive actions, accountability, and discipline management

Collaboration & Execution

• Proactively partner with Quality Assurance (QA) and Training teams to identify floor gaps

• Focus on preventive solutions rather than reactive fixes

• Effectively manage and resolve a high volume of escalations

Sales Leadership

• Lead within a hardcore sales environment

• Provide strategic sales leadership (less call listening, more high-level execution)

• Upselling is low priority

• Strong sales experience required; SOM experience is a plus but not required

What We're Looking For

• Strong strategic mindset with hands-on execution

• Excellent data interpretation and decision-making skills

• Confident leader who can manage performance, people, and pressure