Call Center Operations Leader

iQor Philippines; Angeles; On-site; PHP 420,000 - 540,000; Full time

Job summary

iQor Philippines is seeking a capable Call Center Supervisor to oversee call center staff, assign tasks, motivate and discipline employees, and assess performance. The role focuses on hiring, training, coaching, and monitoring to ensure service quality and adherence to standards.

The supervisor will drive cost-saving initiatives and continuous improvement through process streamlining and metrics analysis, while introducing best-in-field practices and ongoing staff development.

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 Philippines is seeking a capable Call Center Supervisor to oversee call center staff, assign tasks, motivate and discipline employees, and assess performance. The role focuses on hiring, training, coaching, and monitoring to ensure service quality and adherence to standards.

The supervisor will drive cost-saving initiatives and continuous improvement through process streamlining and metrics analysis, while introducing best-in-field practices and ongoing staff development.