Call Center Operations Supervisor & Growth Coach

iQor; Iloilo; On-site; PHP 420,000 - 660,000; Full time

Job summary

iQor Philippines in Iloilo is seeking an experienced Call Center Supervisor to oversee staff, assign tasks, motivate performance, and assess outcomes. You’ll ensure agents respond effectively to customer questions and issues while upholding service standards.

The role requires 3+ years in call center operations, with at least 1 year in supervision. A high school diploma or equivalent is required; training and development are supported to drive efficiency and customer satisfaction.

Qualifications

• 3+ years of call center experience in collections/sales/customer service/technical support.
• 1+ years of supervisory experience.
• Experience improving call center metrics and coaching agents.

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 as necessary.
• Identifies and implements cost-reduction and process-improvement opportunities.
• Drives continuous improvement through trend reporting and metrics management.
• Exchanges knowledge with other iQor facilities to share best practices.

Skills

Call center experience

Supervisory experience

Customer service

Education

High school diploma or equivalent

Job description

iQor Philippines in Iloilo is seeking an experienced Call Center Supervisor to oversee staff, assign tasks, motivate performance, and assess outcomes. You’ll ensure agents respond effectively to customer questions and issues while upholding service standards.

The role requires 3+ years in call center operations, with at least 1 year in supervision. A high school diploma or equivalent is required; training and development are supported to drive efficiency and customer satisfaction.