Call Center Operations Manager: Drive Efficiency & Growth

iQor; Dasmariñas; On-site; PHP 35,000 - 60,000; Full time

Job summary

iQor in the Philippines is seeking an experienced Call Center Operations Supervisor to organize and direct the day-to-day activities of the call center. You will lead call center supervisors, perform resource planning, and analyze call-center statistics to maximize productivity.

The role focuses on maintaining service levels, coaching staff, and driving efficiency across operations. Ideal candidates will have 5+ years in call center environments and at least 2 years of supervising experience,

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 needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Maintains and improves call center operations by monitoring system performance and quality assurance programs.
• Drives continuous improvement through trend reporting and metrics management.
• Provides leadership to front line Supervisors to drive performance and development.

Skills

Call center experience

Supervisory management

Education

High school diploma or GED

Job description

iQor in the Philippines is seeking an experienced Call Center Operations Supervisor to organize and direct the day-to-day activities of the call center. You will lead call center supervisors, perform resource planning, and analyze call-center statistics to maximize productivity.

The role focuses on maintaining service levels, coaching staff, and driving efficiency across operations. Ideal candidates will have 5+ years in call center environments and at least 2 years of supervising experience,