Call Center Operations Leader

iQor (branded as iQor CXBPO™); Santa Rosa; On-site; PHP 558,000 - 893,000; Full time

Job summary

iQor in the Philippines (Laguna/Santa Rosa) seeks an experienced Call Center Operations Lead to organize and direct day-to-day activities in the center. You will train and guide supervisors, perform resource planning, and analyze call-center statistics to maximize productivity and service levels.

The role requires 5+ years in call center settings and 2+ years in supervisory management; a high school diploma or equivalent is required. Occasional physical tasks and flexible scheduling may apply.

Qualifications

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

Responsibilities

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Drive improvements in overall service levels, transactional efficiencies and cost management.
• Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
• 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, or complete re-engineering of processes and systems).
• 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.

Skills

Call center experience

Managing supervisors

Education

High school diploma

Job description

iQor in the Philippines (Laguna/Santa Rosa) seeks an experienced Call Center Operations Lead to organize and direct day-to-day activities in the center. You will train and guide supervisors, perform resource planning, and analyze call-center statistics to maximize productivity and service levels.

The role requires 5+ years in call center settings and 2+ years in supervisory management; a high school diploma or equivalent is required. Occasional physical tasks and flexible scheduling may apply.