Operations Manager

3 weeks ago

Mabalacat, Central Luzon, Philippines Asurion Full time

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 Customer Service Representatives. The Acting Operations Manager will also improve team member satisfaction resulting in the retention of Call Center Supervisors and Customer Service Representatives.

Key Accountabilities
  • 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.
Qualifications
  • Completed at least 2 years or equivalent to 82 units in college
  • 5–8 years call center experience, with 2–3 years in a managerial role.
  • At least 1 year of operations management in a tech-sales environment.
  • Strong knowledge of call center operations, metrics, and tools (ACD, workforce, quality systems).
  • Proficient in MS Office applications.
  • Proven success in:
  • Setting vision, strategy, and culture.
  • Leading and motivating multi-level teams.
  • Driving results and improving performance.
  • Managing cross-functional collaboration.
  • Adapting to fast-paced, changing environments.
  • Excellent communication, problem-solving, and decision-making skills.
  • Strong organizational skills; able to manage multiple priorities.
  • Demonstrated credibility, integrity, and ability to influence at all levels.

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