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Operations Manager (tech - sales Account)
Lead call center team to improve customer satisfaction and sales performance
Santa Rosa, Laguna, Philippines
Mid-Level
yesterday
Asurion
A global provider of technology protection and support services for devices, appliances, and consumer electronics.
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Operations Manager
The Operations Manager will lead a team of Call Center Supervisors by providing them with direction, support, and career development. The position is responsible for improving customer satisfaction and the productivity and performance of Experts. The Operations Manager will also improve team member satisfaction resulting in the retention of Call Center Supervisors and Customer Service Representatives.
Location: Nuvali, Sta. Rosa, Laguna
Work Arrangement: 100% Onsite
Work Schedule: Shifting (Majority Nightshift)
Experience:
- Minimum of 5-8 years call center experience required, with at least 3-5 years at the manager level
- 2-3 years directly managing call center supervisors
- Proven and demonstrable leadership, management, and motivational skills
- Non negotiable experience with sales (hard-selling/upselling), call center technology, including ACD, workforce management agent productivity tools, and quality management tools.
- Proficiency using MS office suite
Duties and Responsibilities:
- Support directives from Call Center leadership.
- Lead, coach, and develop Call Center Supervisors.
- Set and prioritize goals to achieve business objectives.
- Collaborate with HR, Training, Workforce, Finance, and Quality teams.
- Drive improvements in people, processes, and technology.
- Ensure client, subscriber, and quality expectations are met.
- Recognize and reward top performers.
- Manage budgets, projects, and changing priorities.
- Maintain strong floor presence and open communication with staff.
About Asurion
A global provider of technology protection and support services for devices, appliances, and consumer electronics.