Call Center Operations Lead — Growth & Performance

iQor (branded as iQor CXBPO™); Mabalacat; On-site; PHP 300,000 - 420,000; Full time

Job summary

iQor in the Philippines is seeking a dedicated Call Center Supervisor in Pampanga to oversee staff, assign tasks, motivate and assess performance.

You will hire, train, and prepare agents to respond to customer questions and complaints, enforce call center standards, monitor performance, and implement process improvements that reduce costs and improve service.

This role requires a hands-on leader who communicates clearly and builds a culture of quality and accountability.

Qualifications

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

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".
• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.
• Confers with reporting manager on complex or unusual situations.
• Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Understands and embraces the business and call center operations strategic direction.
• Performs other duties as assigned.

Skills

Call center experience

Supervisory experience

Education

High school diploma or equivalent

Job description

iQor in the Philippines is seeking a dedicated Call Center Supervisor in Pampanga to oversee staff, assign tasks, motivate and assess performance.

You will hire, train, and prepare agents to respond to customer questions and complaints, enforce call center standards, monitor performance, and implement process improvements that reduce costs and improve service.

This role requires a hands-on leader who communicates clearly and builds a culture of quality and accountability.