Job Opening

Operations Manager

Job Industry Telecommunications
Job Type Full-Time
Experience Level Mid-Senior Level
Date Posted 2020-10-27
Job Location Two Fintech Place, Mandurriao, Iloilo City
Company Information Asurion
Two Fintech Place Megaworld Boulevard
Mandurriao, Iloilo City, Iloilo
5029
Website: https://careers.asurion.com/Philippines/Iloilo
Asurion is the global leader in technology protection services. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion, together with sister-company NEW, provides more than 300 million consumers worldwide with best-in-class service, repair, replacement, and delivery. The company also provides products that can protect a consumer’s wireless content and software. Asurion is the exclusive provider to many of the world's premier telecommunications and retail companies. The company is privately-held with more than 19,000 employees and operates in nine countries across three continents. For more information, please visit www.asurion.com.
Job Description JOB PURPOSE 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 Operations Manager will also improve team member satisfaction resulting in the retention of Call Center Supervisors and Customer Service Representatives. KEY ACCOUNTABILITIES • Collaborate and cooperate with other functional areas including Human Resources, Training, Workforce, Marketing and Finance/Payroll • Help to manage Call Center budget and understand the impact of decisions and actions based on the overall company financial performance. • Assists the Call Center Director/Senior Manager with strategic planning as it pertains to Call Center operations. • Maintain an excellent working knowledge of the entire Call Center operation, as well as developing Call Center projects. • Provide leadership, direction, support and career development to Call Center Supervisors in a manner that is consistent with Asurion’s core values and business objectives. • Train, motivate and coach the Call Center Supervisors on the essential skills needed by each team member to succeed in their job.
Job Qualifications • Minimum of 5 to 8 years call center experience required with at least 2 to 3 years at the managerial level.
• Experience with call center technology, including ACD, workforce management agent productivity tools and quality management tools
• Proficient in the use of MS Office applications
• Core and Leadership
- establishing vision, strategy and culture
- divine discontent
• Functional
- experienced in goal-setting (defining and prioritizing specific, driving objectives)
- ability to adapt to an ever-changing business environment
• Technical
- knowledge of call center industry and performance metrics
Number of Job Opening 5
Highest Education Attainment At least Vocational Graduate
How to apply to this job Please send your resume at rochildradj.duran@asurion.com
Contact Info Radj Duran
Contact Phone : 09190829088 Contact Email : This email address is being protected from spambots. You need JavaScript enabled to view it.

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