Call Center Operations Leader — Grow Your Impact

iQor, Inc.; Western Visayas; On-site; PHP 279,000 - 502,000; Full time

Job summary

iQor Philippines is seeking a seasoned Call Center Supervisor to organize day-to-day operations, mentor call center supervisors, and optimize resource planning to maximize productivity across teams. You will lead cross-functional coordination, ensure service levels, and implement staffing strategies that align with business goals.

This role emphasizes adherence to quality standards, driving continuous improvement, and delivering exceptional customer service.

Qualifications

• 5+ years of call center experience in related fields.
• 2+ years of supervisor leadership experience.
• High school diploma or equivalent is required.

Responsibilities

• Organizes and directs day-to-day operations of the call center.
• Trains and guides call center supervisors in performing their duties.
• Conducts resource planning to maximize productivity (people, technology, etc.).
• Collects and analyzes call-center statistics to inform decisions.
• Maintain and improve call center operations by monitoring performance and implementing improvements.
• Recruiting, selecting, training, scheduling, coaching, and evaluating staff.
• Drive improvements in service levels, efficiency and cost management.
• Provide leadership to frontline supervisors and ensure coaching practices are followed.
• Identify and implement process improvements and best practices across facilities.

Skills

Call center experience

Supervisory experience

Customer service

Leadership

Education

High school diploma or equivalent

Job description

iQor Philippines is seeking a seasoned Call Center Supervisor to organize day-to-day operations, mentor call center supervisors, and optimize resource planning to maximize productivity across teams. You will lead cross-functional coordination, ensure service levels, and implement staffing strategies that align with business goals.

This role emphasizes adherence to quality standards, driving continuous improvement, and delivering exceptional customer service.