Call Center Operations Supervisor

iQor Philippines; Carmen; On-site; PHP 502,000 - 725,000; Full time

Job summary

iQor Philippines is seeking a supervisory call center professional to lead a team handling customer questions, complaints, and product/service troubleshooting. You will hire, train, and evaluate agents, driving adherence to standards and continuous improvement.

With 3+ years in call center settings (collections/sales/customer service/technical support) and at least 1 year of supervision, you will implement best practices, monitor performance, and collaborate across iQor facilities to share

Qualifications

• 3+ years of call center experience in collections/sales/customer service/technical support.
• 1+ years of supervisory experience.
• High school diploma, GED, 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.
• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes).
• Drives continuous improvement through trend reporting analysis and metrics management
• Offers new ideas and suggestions for improvement.
• 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.
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Understands and embraces the business and call center operations strategic direction.
• Performs other duties as assigned.

Skills

Call center experience

Supervisory experience

Education

High school diploma or equivalent

Job description

iQor Philippines is seeking a supervisory call center professional to lead a team handling customer questions, complaints, and product/service troubleshooting. You will hire, train, and evaluate agents, driving adherence to standards and continuous improvement.

With 3+ years in call center settings (collections/sales/customer service/technical support) and at least 1 year of supervision, you will implement best practices, monitor performance, and collaborate across iQor facilities to share