Call Center Operations Leader

iQor (Philippines), Inc.; Philippinen; Vor Ort; PHP 391.000 - 670.000; Vollzeit

Zusammenfassung

iQor (Philippines), Inc. is seeking a Call Center Supervisor to oversee staff, assign tasks, and drive performance. You will mentor agents and ensure adherence to policies.

You will hire, train, and prepare representatives to handle customer questions, troubleshoot issues, and reduce costs through process improvements. Strong leadership and communication are essential. This role emphasizes customer service excellence, performance metrics, and collaboration with other facilities to share best

Qualifikationen

• 3+ years of call center experience in collections/sales/customer service/technical support.
• 1+ years of supervisory experience.
• Strong leadership and coaching skills.

Aufgaben

• 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.

Kenntnisse

Call center experience

Supervisory experience

Customer service

Ausbildung

High school diploma or equivalent

Jobbeschreibung

iQor (Philippines), Inc. is seeking a Call Center Supervisor to oversee staff, assign tasks, and drive performance. You will mentor agents and ensure adherence to policies.

You will hire, train, and prepare representatives to handle customer questions, troubleshoot issues, and reduce costs through process improvements. Strong leadership and communication are essential. This role emphasizes customer service excellence, performance metrics, and collaboration with other facilities to share best