Call Center Operations Lead

iQor; Davao del Sur; On-site; PHP 420,000 - 620,000; Full time

Job summary

iQor in the Philippines is seeking an assertive call center supervisor to oversee staff, assign tasks, motivate and discipline employees, and assess performance to ensure targets are met.

You will hire, train, and prepare agents to respond to customer questions and troubleshoot issues, monitor performance, coach where needed, and drive cost reductions and continuous improvement through data and best practices.

Responsibilities

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes).
• Drives continuous improvement through trend reporting analysis and metrics management
• Offers new ideas and suggestions for improvement.
• Identifies and implements new practices and processes that are “best in field”

Job description

iQor in the Philippines is seeking an assertive call center supervisor to oversee staff, assign tasks, motivate and discipline employees, and assess performance to ensure targets are met.

You will hire, train, and prepare agents to respond to customer questions and troubleshoot issues, monitor performance, coach where needed, and drive cost reductions and continuous improvement through data and best practices.