Call Center Operations Lead - Elevate Service & Performance

iQor Philippines; Pampanga; On-site; PHP 420,000 - 660,000; Full time

Job summary

iQor Philippines is seeking a Call Center Supervisor to oversee daily operations of a call center team in the Philippines. You will assign tasks, motivate staff, and discipline employees while assessing performance to ensure service quality.

You will hire and train representatives, monitor performance, and implement coaching as needed. The role emphasizes adherence to policies and continuous improvement through data-driven insights.

Qualifications

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

Responsibilities

• Hire, train, and prepare call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensure agents understand and comply with all call center objectives, performance standards, and policies.
• Monitor and evaluate agent performance, provide coaching opportunities, and take corrective action when necessary.
• Identify cost-reducing process improvements and implement streamlined practices.
• Drive continuous improvement through trend reporting and metrics management.

Skills

Call center experience

Supervisory experience

Education

High school diploma or equivalent

Job description

iQor Philippines is seeking a Call Center Supervisor to oversee daily operations of a call center team in the Philippines. You will assign tasks, motivate staff, and discipline employees while assessing performance to ensure service quality.

You will hire and train representatives, monitor performance, and implement coaching as needed. The role emphasizes adherence to policies and continuous improvement through data-driven insights.