Call Center Operations Lead

iQor, Inc.; Dasmariñas; On-site; PHP 420,000 - 600,000; Full time

Job summary

iQor, Inc. in the Philippines (Cavite, Dasmariñas) is seeking a Call Center Supervisor to lead a team of representatives. You will assign tasks, motivate staff, and manage performance to meet service levels.

The role requires 3+ years in call center environments and at least 1 year of supervisory experience, with strong coaching and policy adherence. Responsibilities include training, monitoring, cost-conscious process improvements, and ensuring compliance with security and quality standards.

Qualifications

• 3+ years of call center experience in collections/sales/customer service/technical support.
• 1+ years of supervisory experience.

Responsibilities

• Oversee call center staff and assign tasks, motivate and discipline employees, and assess performance.
• Hire, train, and prepare agents to respond to customer questions and resolve issues; ensure adherence to objectives and policies.
• Monitor and evaluate agent performance, provide coaching, and take corrective actions as needed.
• Identify ways to reduce costs by streamlining processes and tasks while maintaining quality.
• Drive continuous improvement through trend analysis and metrics management.

Skills

Call center experience

Supervisory experience

Education

High school diploma or equivalent

Job description

iQor, Inc. in the Philippines (Cavite, Dasmariñas) is seeking a Call Center Supervisor to lead a team of representatives. You will assign tasks, motivate staff, and manage performance to meet service levels.

The role requires 3+ years in call center environments and at least 1 year of supervisory experience, with strong coaching and policy adherence. Responsibilities include training, monitoring, cost-conscious process improvements, and ensuring compliance with security and quality standards.