Sales-Focused Operations Manager (Call Center)

Asurion

Mabalacat

On-site

PHP 1,400,000 - 2,200,000

Full time

2 days ago

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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.