Call Center Operations Leader

iQor (Philippines), Inc.; Talisay; On-site; PHP 420,000 - 700,000; Full time

Job summary

iQor (Philippines), Inc. is seeking an experienced Call Center Operations Leader to organize and direct daily call center activities. You will coach supervisors, plan resources, and analyze call-center data to maximize productivity and service quality.

The role focuses on improving operations, guiding teams, and implementing best practices across the site to ensure customer satisfaction and efficiency. A strong track record in call center management is essential.

Qualifications

• 5+ years of call center experience in collections/sales/customer service/technical support
• 2+ years of managing supervisors experience
• Strong leadership and mentoring skills
• Experience in data analysis and KPI reporting

Responsibilities

• Direct day-to-day call center operations and supervise supervisors
• Drive service levels, efficiency, and cost management
• Recruit, train, and coach staff; schedule and monitor performance
• Lead process improvements and quality assurance programs
• Collaborate with other sites to share best practices

Skills

Call center management

Supervisor leadership

Performance analysis

Resource planning

Education

High school diploma or equivalent

Job description

iQor (Philippines), Inc. is seeking an experienced Call Center Operations Leader to organize and direct daily call center activities. You will coach supervisors, plan resources, and analyze call-center data to maximize productivity and service quality.

The role focuses on improving operations, guiding teams, and implementing best practices across the site to ensure customer satisfaction and efficiency. A strong track record in call center management is essential.