Call Center Operations Lead | Performance & Coaching

iQor; Laguna; Vor Ort; PHP 320.000 - 520.000; Vollzeit

Zusammenfassung

iQor in the Philippines seeks a seasoned call center supervisor to oversee staff, assign tasks, motivate, and manage performance. You will ensure adherence to policies and service targets while fostering a productive, customer-focused environment.

The role emphasizes coaching, process improvements, and collaboration with other teams to sustain quality service for customers and clients.

Qualifikationen

• 3+ years in call center roles.
• Supervisory or team lead experience preferred in TELCO or related fields.
• Experience in collections, sales, customer service, tech support is acceptable.

Aufgaben

• Oversee call center staff and assign tasks, motivate and discipline employees.
• Assess performance and provide coaching to improve results.
• Ensure agents follow objectives, standards and policies.
• Identify cost-reduction opportunities by streamlining processes.
• Drive improvement through trend reporting and metrics management.
• Share improvement ideas and best practices across facilities.
• Maintain confidentiality and adhere to company security and quality policies.
• Communicate effectively with the reporting manager on complex situations.

Kenntnisse

Call center experience

Supervisory experience

Ausbildung

High school diploma / GED

Jobbeschreibung

iQor in the Philippines seeks a seasoned call center supervisor to oversee staff, assign tasks, motivate, and manage performance. You will ensure adherence to policies and service targets while fostering a productive, customer-focused environment.

The role emphasizes coaching, process improvements, and collaboration with other teams to sustain quality service for customers and clients.