Director, Call Center Operations

24 hours ago

Mabalacat, Central Luzon, Philippines Asurion Full time

Director, Call Center Operations

Apply type: Onsite | Location: Clark Freeport | Type: Full time | Posted: 30+ Days Ago | Job Requisition ID: ASU

Director, Call Center Operations

For more than 25 years, Asurion has been a leader in innovation, creating a culture where employees feel valued.

We help people do more with their technology and stay connected. We provide our customers with helpful advice, assistance to fix issues, and protection for their devices.

What you will be doing :

As Director, Call Center Operations, you will be a highly visible leader who fosters healthy relationships, promotes work/life balance, and encourages collaboration. You will be responsible for developing leaders, establishing processes, and driving performance in a large-scale call center environment.

You will oversee daily operations, manage a team of up to 500+ agents and managers, and ensure high customer service and sales performance. You will analyze data, develop improvement initiatives, and report on key metrics. Budget management, strategic planning, and stakeholder collaboration are also key aspects of this role.

Essential Duties and Responsibilities:

  • Manage daily call center performance ensuring excellent customer service
  • Drive sales and operational metrics through leadership and motivation
  • Develop deep product knowledge and customer service capabilities among staff
  • Use data to identify trends, develop action plans, and improve performance
  • Collaborate with business partners on improvement initiatives
  • Conduct employee reviews and provide performance feedback
  • Lead and motivate a large team, promoting morale and professional growth
  • Create and implement growth strategies and manage departmental budgets
  • Define and implement KPIs for the call center

Benefits and Perks:

  • Competitive pay and benefits including health, dental, and vision
  • Retirement plan
  • Paid time off
  • Support for continuing education and ongoing training

About Asurion

Asurion helps people protect and enjoy the latest tech. With 19,500 experts, we serve nearly 300 million customers worldwide, providing solutions for tech issues and device protection.

Our Values
  • Customer First: Providing empathetic, helpful service.
  • One Team: Collaborating and embracing diversity.
  • Divine Discontent: Striving for excellence and innovation.
  • Act with Integrity: Building trust and ownership.

We are an equal opportunity employer, committed to diversity and inclusion.

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