Call Center Operations Leader

iQor (Philippines), Inc.; Philippines; On-site; PHP 1,200,000 - 1,900,000; Full time

Job summary

iQor Philippines, Inc. is seeking an Operations Manager for the Call Center to organize and direct day-to-day activities, supervise and train call center supervisors, and ensure efficient resource planning of people and technology.

You will collect and analyze call center statistics, drive performance, quality, and cost improvements, and lead initiatives to deliver excellent customer service and operational excellence.

Qualifications

• Minimum 5 years of call center experience in collections/sales/customer service/technical support.
• Minimum 2 years of managing supervisors experience.

Responsibilities

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Maintains and improves call center operations by monitoring system performance and resolving problems; audits and analyses; quality assurance programs.
• Leads recruitment, training, coaching, scheduling, and performance reviews of call center staff.
• Drives improvements in service levels, efficiency, and cost management.
• Provides leadership to front line Supervisors to ensure coaching practices drive performance results.

Skills

Call center experience

Managing supervisors

Education

High school diploma/GED or equivalent

Job description

iQor Philippines, Inc. is seeking an Operations Manager for the Call Center to organize and direct day-to-day activities, supervise and train call center supervisors, and ensure efficient resource planning of people and technology.

You will collect and analyze call center statistics, drive performance, quality, and cost improvements, and lead initiatives to deliver excellent customer service and operational excellence.