The Manager, Call Center Operations will lead a team of Supervisors by providing them with direction,
support, and career development. Demonstrate innovation by enhancing or creating processes that will
improve customer satisfaction, increase productivity, cultivate sales, and improve the performance of
Supervisors and Representatives. Improve team member satisfaction by creating an environment
consistent with Asurion's Core Values, resulting in retention of Supervisors and Representatives.
Oversee the day-to-day operations of the team in accordance with Asurion's Core Values by providing
outstanding service to both internal and external customers and supporting a culture of customer service and sales. Also responsible for understanding and complying with operational contractual
requirements of Asurion's clients. Position responsibilities include coaching and development of Supervisors to meet and exceed established call center and sales goals, ensuring adherence to established business processes and policies, and creating a positive and rewarding work environment.
The Manager, Call Center Operations will lead a team of Supervisors by providing them with direction, support, and career development. Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, cultivate sales, and improve the performance of Supervisors and Representatives. Improve team member satisfaction by creating an environment
consistent with Asurion's Core Values, resulting in retention of Supervisors and Representatives. Oversee the day-to-day operations of the team in accordance with Asurion's Core Values by providing outstanding service to both internal and external customers and supporting a culture of customer service and sales. Also responsible for understanding and complying with operational contractual
requirements of Asurion's clients. Position responsibilities include coaching and development of Supervisors to meet and exceed established call center and sales goals, ensuring adherence to established business processes and policies, and creating a positive and rewarding work environment.
This role is required to report on-site in Iloilo Business Park, Iloilo City on permanent nightshift
Essential Duties and Responsibilities:
- Provides exceptional customer service to all internal customers of Asurion
- Drives sales, operational, and customer service metrics by motivating Supervisors, holding them accountable for the performance and behaviors of their teams, and modeling how to provide targeted feedback
- Demonstrates mastery of sales behaviors and resources, customer service capabilities, and deep Connected Home product knowledge, and ensures that the Serve, Solve (Resolve), and Sell method is a part of every customer interaction
- Provides rewards and recognition for top performers
- Continually seeks opportunities to improve operations, including people, processes, and technologies
- Ensure that team member, client, and subscriber expectations are met and exceeded
- Collaborate with Workforce Management to implement their recommendations for improving operational efficiencies
- Collaborate with Human Resources to ensure that policies and procedures are consistently and fairly applied
- Assists Director with strategic planning as it pertains to Operations
- Maintains an excellent working knowledge of the entire operation, as well as developing department projects
- Update and continuously develop knowledge of products processes, and call center trends to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance
- Help to manage budget and understand the impact of decisions and actions based on the overall company financial performance
Here's what you'll bring to the team:
- College degree or equivalent experience required-advanced degree(s) or certification (s) preferred
- Minimum of 2-5 years call center experience required, with at least 2-3 years at the manager level
- Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior
- Has managed telco/technical and sales program or LOB
- Demonstrated excellence in communication (written and verbal) with internal and external customers
- Results-driven, action-oriented, and self-motivated mindset
