Call Center Operations Lead - Customer Experience

iQor, Inc.; Philippines; Hybrid; PHP 400,000 - 600,000; Full time

Job summary

iQor, Inc. is seeking a Call Center Supervisor in the Philippines. The role involves overseeing staff, assigning tasks, and driving performance improvements to ensure customer service excellence.

Responsibilities include recruiting, training, monitoring, and coaching agents, ensuring adherence to policies, and identifying efficiency gains across processes to reduce costs while maintaining quality.

Qualifications

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

Responsibilities

• Oversee call center staff, assign tasks, and assess performance.
• Hire, train, and prepare representatives to respond to customer questions and troubleshoot issues.
• Ensure agents comply with call center objectives, standards, and policies.
• Monitor performance, provide coaching, and take corrective action when needed.
• Identify cost-saving opportunities by streamlining processes and tasks.

Skills

Call center experience

Supervisory experience

Education

High school diploma/GED/Trade certificate

Job description

iQor, Inc. is seeking a Call Center Supervisor in the Philippines. The role involves overseeing staff, assigning tasks, and driving performance improvements to ensure customer service excellence.

Responsibilities include recruiting, training, monitoring, and coaching agents, ensuring adherence to policies, and identifying efficiency gains across processes to reduce costs while maintaining quality.