Deskripsi Pekerjaan
Are you a seasoned leader with a passion for driving operational excellence and elevating customer experiences? Asurion is looking for a dynamic Senior Operations Manager to join our high-performing team in Cebu. In this pivotal role, you will be the heartbeat of our call center operations, championing innovation, mentoring team leaders, and ensuring our services exceed the high standards our global clients expect.
As a leader at Asurion, you will not just manage metricsâyou will cultivate a culture of excellence, leverage data-driven insights to optimize performance, and drive strategic initiatives that align with our core values. If you are a visionary who thrives in a fast-paced environment and is dedicated to fostering talent, we invite you to help us redefine customer care excellence.
Tanggung Jawab
- Oversee end-to-end call center operations, ensuring key performance indicators (KPIs) and service level agreements (SLAs) are consistently met or exceeded.
- Lead, mentor, and develop a team of Operations Managers and Team Leads to ensure high retention and professional growth.
- Drive continuous improvement projects to optimize workflows, reduce operational costs, and enhance agent productivity.
- Collaborate with cross-functional stakeholders, including Quality Assurance, Training, and Workforce Management teams, to align operational strategies.
- Analyze complex data sets and performance metrics to identify trends, mitigate risks, and implement effective problem-solving strategies.
- Promote a customer-centric culture that prioritizes empathy, efficiency, and innovative problem-solving in every interaction.
- Manage operational budgets and resource allocation to ensure optimal service delivery and financial performance.
Kualifikasi
- Bachelorâs degree in Business Administration, Management, or a related field; a Masterâs degree is a plus.
- Minimum of 5-8 years of progressive leadership experience in a high-volume call center or BPO environment.
- Strong background in managing large-scale teams and complex operational workflows.
- Excellent analytical skills with proficiency in data-driven decision-making and reporting tools.
- Proven ability to influence stakeholders and drive organizational change within a fast-paced environment.
- Exceptional communication skills, with the ability to articulate strategy and influence diverse teams.
- Deep understanding of call center technologies, workforce management (WFM), and quality management frameworks.