Director, Customer Solutions Operations at Asurion

Calamba, Laguna, Philippines -

Full Time

Start Date

Immediate

Expiry Date

21 Aug, 26

Salary

0.0

Posted On

23 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Center Operations, Sales Leadership, Customer Service Management, Performance Metrics Analysis, Budget Management, Strategic Planning, Team Leadership, Process Improvement, KPI Implementation, Cost-Benefit Analysis, Employee Development, Operational Control

Industry

Computers and Electronics Manufacturing

Description

Director, Call Center Operations For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued. We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong. What you will be doing: As Director, Call Center Operations you are highly visible, dynamic, and not shy of results. In this leadership role, you foster healthy relationships with internal business partners, and promote a healthy work/life balance. You value a people-oriented culture and encourage collaboration and teamwork. You are gratified when setting employees on professional development journeys and consider their achievements your success. You bring with you extensive Call Center, operational, customer service, and sales leadership experience lending to strength in the following areas: developing new leaders, establishing, implementing and setting controls around processes, instilling best practices, goal setting, and exemplifying key leadership traits such as integrity, drive for results and celebrating success. Your dedication to the success of day-to-day operations, profitability of the Call Center, and driving a culture of customer service and sales is visible through the team's results. You are the expert resource for processes and tasks associated with the Call Center. You evaluate and report key performance metrics with the confidence to share the credit and the blame. You are familiar with rapid growth in the Call Center environment, possess the desired skills and background to support large-scale sales team operations, and have proven ability in stabilizing an organization through effective programs. Essential Duties and Responsibilities: Managing daily Call Center performance ensuring high levels of Customer Service Driving sales, operational, and customer service metrics by communicating expectations, motivating, and holding all leaders accountable for the performance and behaviors of the entire team Driving and motivating the team to master sales behaviors and resources, customer service capabilities, and deep Connected Home product knowledge Using data to identify trends and insights, root cause, anticipate challenges, and developing team-wide action plans that drive sales and operational performance consistent with Asurion’s Core Values Collaborating with business partners to proactively develop improvement initiatives Conduct periodic employee reviews with call center management and employees and meet 100% annual reviews as directed by Senior Leadership and Human Resources Conduct other responsibilities as set by Customer Care Leadership Successfully lead up to 500+ call center agents and management team Motivating and generating enthusiasm among employees, thereby promoting excellent morale Providing honest and timely performance and culture-fit feedback while identifying opportunities for growth and learning Creating, recommending, and implementing a Call Center growth strategy Developing and managing the annual departmental budget, including identification of and clear justification of key variances to the senior Call Center leadership team Assist Senior Stakeholders in establishing clear roles, direction, responsibilities, and performance requirements for the Call Center Management team Assist in skills assessment by measuring and reviewing periodic performance, delivering feedback, assessing reactions, and responding appropriately Promote retention of valuable resources and develop capabilities to advance key business initiatives Assist the Senior Stakeholder in providing strategic and tactical planning for the Call Center to ensure quality interactions with clients, subscribers, associate satisfaction, and operational effectiveness Perform cost-benefit analysis and identify cost efficiencies and savings opportunities Lead Enterprise-wide initiatives to advance performance in all call centers Assist Senior Stakeholders in defining Call Center KPI's and effectively implement them We take care of you (benefits/perks): Competitive pay and benefits including health, dental, and vision Retirement savings plan Paid time off Continuing education support Ongoing training to grow your skills About Asurion Asurion helps people protect, connect and enjoy the latest tech – to make life a little easier. Every day our 19,500 experts help nearly 300 million people around the world solve the most common and uncommon tech issues. We’re just a call, tap, click or visit away for everything from getting a same-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps or bewilderment. We think you should stay connected and get the most from the tech you love... no matter the type of tech or where you purchased it. Use this site to view the status of applications you’ve submitted and to take action on important tasks related to those applications. Asurion is a global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position. Our products and services help nearly 300 million customers worldwide. The Asurion Way informs our values as colleagues and emphasizes that how we work matters just as much as the work itself. Here’s how we practice the Asurion Way: Customer First We provide our customers with excellent service through empathetic, helpful, and simple interactions. Our first step? To listen. One Team We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints. Divine Discontent We're not afraid to roll up our sleeves and do more. We start small, scale with success, and tap into our full potential to deliver the best products and services. Act with Integrity We take ownership and pride in the work we do. We build trust-based relationships and do what's right-even when no one is looking. Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.

Responsibilities

Lead and manage daily call center operations for over 500 agents to ensure high levels of customer service and sales performance. Develop growth strategies, manage departmental budgets, and collaborate with stakeholders to implement operational improvements.