Sr Operations Manager, Customer Solutions

Asurion; Mabalacat; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

Asurion is seeking a Senior Manager of Call Center Operations to lead and develop a team of managers, providing direction, support, and career growth. The role emphasizes innovation to improve processes that boost customer satisfaction and productivity, while aligning with Asurion's Core Values to retain leaders and representatives.

The Senior Manager will oversee client operations, ensure compliance with contractual requirements, coach teams to achieve call center and sales goals, and foster a

Qualifications

• Experience leading call center operations and managing managers.
• Strong focus on process improvement and customer satisfaction.
• Ability to align with company core values and drive retention.

Responsibilities

• Coach and develop managers and teams to meet call center and sales goals.
• Ensure adherence to business processes and policies.
• Create a positive and engaging work environment.
• Oversee client operations and contractual requirements.

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.