Call Center Operations Leader

iQor (branded as iQor CXBPO™); Dasmariñas; On-site; PHP 279,000 - 424,000; Full time

Job summary

iQor CXBPO™ in Cavite, Dasmariñas, Philippines, seeks an experienced Call Center Operations Leader to organize and direct day-to-day activities in the center. You will train and guide call center supervisors, plan resources, and analyze performance metrics to maximize productivity.

The role requires 5+ years in call center work and at least 2 years managing supervisors. A high school diploma or equivalent is required, with a focus on quality service and cost-efficient processes.

Qualifications

• 5+ years of call center experience.
• 2+ years managing supervisors.
• High school diploma or equivalent required.

Responsibilities

• Direct day-to-day operations of the call center.
• Train and guide call center supervisors in duties and standards.
• Conduct resource planning to maximize productivity (people, technology).
• Analyze call-center statistics to drive improvements.
• Define and monitor service levels, quality, and cost controls.
• Recruit, schedule, coach, and discipline staff as needed.
• Share best practices across iQor facilities.

Skills

Call center experience

Staff supervision

Performance analytics

Education

High school diploma or equivalent

Job description

iQor CXBPO™ in Cavite, Dasmariñas, Philippines, seeks an experienced Call Center Operations Leader to organize and direct day-to-day activities in the center. You will train and guide call center supervisors, plan resources, and analyze performance metrics to maximize productivity.

The role requires 5+ years in call center work and at least 2 years managing supervisors. A high school diploma or equivalent is required, with a focus on quality service and cost-efficient processes.