Call Center Operations Leader

iQor, Inc.; Talisay; On-site; PHP 300,000 - 600,000; Full time

Job summary

iQor, Inc. in the Philippines is seeking an experienced Call Center Operations Leader to organize and direct day-to-day call center activities and to train and guide supervisors.

You will conduct resource planning to maximize productivity and analyze call-center statistics. The role requires strong experience in strategy, performance management, and continuous improvement, with a focus on service levels and cost efficiency.

Qualifications

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

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 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.

Skills

Call center experience

People management

Education

High school diploma or equivalent

Job description

iQor, Inc. in the Philippines is seeking an experienced Call Center Operations Leader to organize and direct day-to-day call center activities and to train and guide supervisors.

You will conduct resource planning to maximize productivity and analyze call-center statistics. The role requires strong experience in strategy, performance management, and continuous improvement, with a focus on service levels and cost efficiency.