Assistant Manager, Retirement Services Operations

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

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