Assistant Manager – Operations-Clark

iQor; Pampanga; On-site; PHP 500,000 - 900,000; Full time

Job summary

iQor is seeking a Team Lead for Retirement/Benefit Plan Services in Pampanga. The role leads a customer service team handling inbound interactions, ensuring service levels and quality.

You will recruit, coach, and develop staff, monitor workloads, and drive continuous improvement to enhance customer experience. The ideal candidate has 5+ years of Team Lead experience in customer service or related sectors, with strong leadership, communication, and analytical skills to deliver results in a

Qualifications

• Minimum of 5 years of Team Lead experience in customer service or related fields.
• Experience in financial services, US healthcare, or retirement services is a plus.
• Proven ability to motivate, coach, and develop employees.

Responsibilities

• Lead a team of Retirement/Benefit Plan Services Representatives in inbound service.
• Manage daily contact center operations to meet service goals.
• Recruit, coach, and retain staff through performance management.
• Monitor call activity, workloads, and staffing for coverage.
• Drive initiatives to improve customer experience and processes.
• Lead through organizational changes and foster high performance.
• Support department budget by boosting productivity and efficiency.
• Supervise and mentor one or more Team Leads.
• Partner with peers to achieve business goals and maintain quality.
• Perform other duties as assigned.

Skills

Leadership

Coaching

Communication

Organizational skills

Prioritization

Influence & negotiation

Continuous improvement

Problem solving

Verbal & written communication

Multi-tasking

Education

Bachelor's degree in any field

Job description

• Lead a team of Retirement/Benefi t Plan Services Representatives supporting institutional participants through inbound service interactions.
• Manage daily Customer Contact Center operations and ensure service level, quality, and responsiveness goals are achieved.
• Recruit, develop, coach, evaluate, and retain employees through effective performance management, career development, and engagement initiatives.
• Monitor call activity, workloads, and staffing levels to ensure adequate coverage and operational efficiency.
• Drive continuous improvement initiatives to enhance customer experience, streamline processes, and improve team performance.
• Lead the team through organizational and business changes while fostering a collaborative, high-performing culture.
• Support department budget objectives by driving productivity, efficiency, and resource optimization.
• Supervise, coach, and mentor one or more Team Leads
• Demonstrate strong operational awareness and leadership while partnering with peers and leadership to achieve business goals.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree in any fi eld (or equivalent work experience).
• Minimum of 5 years of Team Lead experience, preferably within customer service, fi nancial services, US healthcare, or retirement services.
• Knowledge of investment and retirement business, including retirement products and services, fi nancial markets, and Employee Benefi ts.
• Proven leadership skills with the ability to motivate, coach, and develop employees.
• Ability to communicate effectively with participants and create a positive customer experience.
• Ability to prioritize participant needs and concerns throughout each interaction.
• Ability to structure calls in an organized, professional manner that minimizes confusion and uses time effectively.
• Ability to present oneself as positive, courteous, and professional in all customer interactions.
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong operational and analytical problem-solving skills.
• Ability to infl uence, persuade, negotiate, and drive results.
• Demonstrated commitment to continuous improvement and operational excellence.