Airline Call Center Operations Supervisor

iQor; Laguna; On-site; PHP 335,000 - 670,000; Full time

Job summary

iQor in the Philippines is seeking a seasoned Call Center Supervisor to lead and develop a team of representatives handling customer questions and service issues. You will oversee task assignment, training, performance assessment, and disciplinary actions while ensuring service levels meet company objectives.

The role emphasizes cost-conscious process improvements, coaching, and sharing Best Practices across iQor facilities, while maintaining confidentiality and compliance with security, health,

Qualifications

• 3+ years of call center experience in collections/sales/customer service/technical support/TELCO.
• 1+ years of supervisory experience in AIRLINE/ TRAVEL ACCT.
• High school diploma or GED or equivalent required.

Responsibilities

• Oversee call center staff, assign tasks, motivate and discipline employees and assess performance.
• Hire, train, and prepare representatives to respond to customer questions and troubleshoot problems.
• Ensure agents understand and comply with call center objectives, standards and policies.
• Monitor performance, coach, and take corrective action as needed.
• Identify cost-saving process improvements and streamline practices.
• Share best practices across iQor facilities and maintain confidentiality.

Skills

Call center experience

Supervisory experience

Airline/Travel acct knowledge

Education

High school diploma / GED

Job description

iQor in the Philippines is seeking a seasoned Call Center Supervisor to lead and develop a team of representatives handling customer questions and service issues. You will oversee task assignment, training, performance assessment, and disciplinary actions while ensuring service levels meet company objectives.

The role emphasizes cost-conscious process improvements, coaching, and sharing Best Practices across iQor facilities, while maintaining confidentiality and compliance with security, health,