Senior Manager, Call Center Operations
On-site · Cebu City, Central Visayas, Philippines
Job Summary
The Senior Manager, Call Center Operations will lead a team of Managers, focusing on enhancing processes to improve customer satisfaction and team member retention. Responsibilities include coaching and developing teams to meet call center and sales goals, ensuring adherence to business processes, and fostering a positive environment. The role requires strong leadership, experience in handling sales and performance metrics, and effective communication skills. Candidates should have extensive call center management experience, with a commitment to Asurion's Core Values.
Required Qualifications
- Minimum of 7-10 years call center experience required
- At least 3-5 years at the manager level
- 2-3 years directly managing manager level employees
- Demonstrated excellence in communication (written and verbal) with internal and external customers
- Proven and demonstrable leadership, management, and motivational skills
Desired Qualifications
- Advanced degree(s) or certification(s) preferred
- Experience with call center technology, including ACD and workforce management agent productivity tools
- Proficiency using MS Office
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