Call Center Operations Leader & Performance Coach

iQor; Laguna; On-site; PHP 350,000 - 600,000; Full time

Job summary

iQor is seeking a Call Center Supervisor to oversee staff, assign tasks, motivate and discipline employees, and assess performance. The role requires hiring, training, and preparing call center representatives to respond to customer questions and troubleshoot problems with services or products.

The candidate should have 3+ years of call center experience and 1+ year of supervisory experience, with a high school diploma or equivalent.

Qualifications

• 3+ years of call center experience in collections/sales/customer service/technical support/TELCO.
• 1+ years of supervisory experience in AIRLINE/TRAVEL ACCT.
• High school diploma, G.E.D., or equivalent required.

Responsibilities

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Drives continuous improvement through trend reporting analysis and metrics management.
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information.

Skills

Call center experience

Supervisory experience

Education

High school diploma or equivalent

Job description

iQor is seeking a Call Center Supervisor to oversee staff, assign tasks, motivate and discipline employees, and assess performance. The role requires hiring, training, and preparing call center representatives to respond to customer questions and troubleshoot problems with services or products.

The candidate should have 3+ years of call center experience and 1+ year of supervisory experience, with a high school diploma or equivalent.