Call Center Operations Supervisor - Growth & Coaching

iQor, Inc.; Santa Rosa; Presencial; PHP 446.000 - 670.000; Jornada completa

Descripción de la vacante

iQor, Inc. in Laguna, Philippines, is hiring a call center supervisor to oversee staff, assign tasks, motivate and discipline, and assess performance.

The ideal candidate has 3+ years of call center experience (collections/sales/customer service/technical support) and at least 1 year in a supervisory role. You will ensure adherence to objectives and continuously improve operations to deliver excellent customer service.

Formación

• 3+ years of call center experience in collections/sales/customer service/technical support.
• 1+ years of supervisory experience.

Responsabilidades

• 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.

Conocimientos

Call center experience

Supervisory experience

Educación

High school diploma or equivalent

Descripción del empleo

iQor, Inc. in Laguna, Philippines, is hiring a call center supervisor to oversee staff, assign tasks, motivate and discipline, and assess performance.

The ideal candidate has 3+ years of call center experience (collections/sales/customer service/technical support) and at least 1 year in a supervisory role. You will ensure adherence to objectives and continuously improve operations to deliver excellent customer service.