Senior Manager, Call Center Operations

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

Job summary

Asurion Philippines in Pampanga is seeking a Senior Operations Manager to lead a team of Managers, guiding performance, coaching, and career development while upholding Asurion's Core Values.

You will drive process improvements, ensure contract compliance, partner with HR, Training, Workforce and Quality to deliver outstanding service and a positive, productive work environment for internal and external customers.

Qualifications

• Strong leadership and people-management skills.
• Proven coaching and development of managers and teams.
• Experience driving process improvements in operations.

Responsibilities

• Lead and develop multiple managers to meet and exceed call center goals.
• Ensure adherence to contractual requirements and company processes.
• Collaborate with HR, Training, Workforce, and Quality to improve operations.
• Foster a positive, productive culture aligned with core values.

Skills

Leadership

Coaching

Team management

Process improvement

Strategic planning

Customer service

Education

Bachelor's degree

Tools

CRM systems

Quality tools

Job description

The Senior Operations Manager will lead a team of Managers by providing them with direction, support and career development. They will demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of clients and teams. The Sr. Operations manager will improve team member satisfaction by creating an environment consistent with Asurion's Core Values, resulting in retention of leaders and team members. The Senior Operations Manager will oversee the operations of assigned clients and/or teams in accordance with Asurion's Core Values by providing outstanding service to both internal and external customers. This position is responsible for understanding and complying with operational contractual requirements of Asurion's clients. Position responsibilities include coaching and development of Managers and teams to meet and exceed established call center goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment. Collaborates with and follows directives of Director. Provides exceptional customer service to all internal customers of Asurion Collaborates and cooperates with other functional areas including; Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services Fosters a cooperative team environment within the management team and site Provides leadership, direction, support and career development to managers and their teams in a manner consistent with Asurion's Core Values and business objectives Ensures Managers support their teams by training, motivating and coaching their leaders on the essential skills to ensure that each team member has the tools they need to succeed at their job Appropriately prioritizes site, team, and individual goals to effectively achieve business objectives Actively seeks input from team to understand successes and opportunities and leverage of input to make improvements Helps to develop, define and execute a culture that leverages rewards and recognition Continually seeks opportunities to improve operations, including people, processes, and technologies Ensures that team member, client, and customer expectations are met and exceeded Collaborates with Workforce Management to implement their recommendations for improving operational efficiencies Collaborates with Human Resources, Managers and Coaches to create and maintain a healthy culture of everyday leadership Works with Human Resources and leadership teams to ensure all policies and procedures are consistently and fairly applied Works with the Quality department and Operations Managers to ensure consistency in call evaluations and that quality objectives are achieved Assists Director with strategic site planning Represents Asurion in client interactions including: supporting and facilitating client requested changes and representing customer experience feedback.

Asurion is a global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position. Our products and services help nearly 300 million customers worldwide. The Asurion Way informs our values as colleagues and emphasizes that how we work matters just as much as the work itself. Here's how we practice the Asurion Way: Customer First We provide our customers with excellent service through empathetic, helpful, and simple interactions. Our first step? To listen. One Team We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints. Divine Discontent We're not afraid to roll up our sleeves and do more. We start small, scale with success, and tap into our full potential to deliver the best products and services. Act with Integrity We take ownership and pride in the work we do. We build trust-based relationships and do what's right-even when no one is looking.

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.