Senior Operations Manager

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

Are you an experienced BPO/Call Center Operations Leader ready to lead leaders, drive performance, and create an exceptional customer and employee experience?

Asurion is looking for a Senior Operations Manager who can lead a team of Managers, strengthen operational performance, and build a high-performing culture focused on people, customers, sales, and results.

We’re looking for more than an Operations Manager—we’re looking for a leader of leaders.

If you have a strong background in BPO Operations and Sales and are ready for your next leadership opportunity, we’d love to hear from you.

What we’re looking for:

• 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
• Proven leadership, coaching, and people-development skills
• Experience with ACD, Workforce Management, agent productivity, and Quality Management tools
• Strong understanding of call center performance, customer experience, and operational KPIs
• Proficient in Microsoft Office

What you’ll do:

• 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