Sr Operations Manager, Customer Solutions

Asurion; Angeles; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Asurion Philippines is seeking a Senior Manager, Call Center Operations to lead a team of Managers, providing direction, support and career development. You will drive process improvements to boost customer satisfaction, productivity and client performance, while fostering a positive, high-energy environment aligned with Asurion’s core values.

The role emphasizes coaching and developing leaders and frontline teams to exceed call center and sales goals, ensuring adherence to contractual

Qualifications

• Experience leading call center operations and teams.
• Strong focus on customer satisfaction and performance.

Responsibilities

• Coach and develop Managers to meet and exceed call center and sales goals.
• Ensure adherence to processes, policies and contractual requirements while maintaining a positive work environment.

Skills

Leadership

Call center operations

People management

Job description

The Senior Manager, Call Center Operations will lead a team of Managers by providing them with direction, support, and career development.Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of all clients and teams.Improve team member satisfaction by creating an environment consistent with Asurion’s Core Values, resulting in retention of leaders and representatives.

The Senior 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 and cultivating a culture of customer service and sales. 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 and sales goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment.