Director Care Operations
Asurion
Nuvali – Sta. Rosa, Laguna
15h ago

You will be highly visible, dynamic, and not shy of producing results. Fostering healthy relationships with internal business partners, promoting a healthy work / life balance and value and embrace a people-oriented environment encouraging collaboration, teamwork and embraces a culture that supports diversity and inclusion.

You are gratified when setting employees on professional development journeys and consider their achievements your success.

Your extensive Call Center and sales leadership experience will strengthen the development of new leaders, establish, implement and set process controls, instill best practices, goal setting and exemplary leadership traits key to integrity, driving results and celebrate success.

Your dedication to the success of day-to-day operations, profitability of the Call Center, and cultivating a culture of 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.

You will be highly visible, dynamic, and not shy of producing results. Fostering healthy relationships with internal business partners, promoting a healthy work / life balance and value and embrace a people-oriented environment encouraging collaboration, teamwork and embraces a culture that supports diversity and inclusion.

You are gratified when setting employees on professional development journeys and consider their achievements your success.

Your extensive Call Center and sales leadership experience will strengthen the development of new leaders, establish, implement and set process controls, instill best practices, goal setting and exemplary leadership traits key to integrity, driving results and celebrate success.

Your dedication to the success of day-to-day operations, profitability of the Call Center, and cultivating a culture of 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
  • Facilitating the achievement of sales metrics by communicating expectations, influencing and holding all leaders accountable
  • for the sales performance and behaviors of the entire team

  • Motivate all team members to embrace and master sales behaviors and resources and comprehensive Connected Home product knowledge that will produce successful results.
  • Evaluating and translating the implications of sales data and trends, identifying root cause, forecasting upcoming challenges, and developing action plans for the entire team to cultivate sales performance
  • Collaborating with business partners to proactively develop improvement initiatives
  • Conduct periodic employee reviews providing honest and timely performance and culture-fit feedback while identifying opportunities for growth and learning.
  • Provide additional feedback, assess reactions and respond appropriately

  • Conduct other responsibilities as set by Customer Care Leadership
  • Successfully build and lead up to 500+ call center agents and management team
  • Motivating and generating enthusiasm among employees, thereby promoting excellent morale
  • Creating, presenting and implementing a growth strategy that supports the Call Center environment.
  • 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
  • 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
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