Call Center Operations Supervisor - Lead, Coach & Grow

iQor (branded as iQor CXBPO™); Davao City; On-site; PHP 279,000 - 502,000; Full time

Job summary

iQor in the Philippines seeks an experienced Call Center Supervisor to oversee staff, assign tasks, motivate and discipline employees, and assess performance. The role requires hiring, training, and preparing agents to respond to customer questions and troubleshoot problems with services or products.

Strong leadership and a commitment to customer service are essential. The supervisor will ensure adherence to objectives, monitor performance, coach where needed, and drive cost-saving process

Qualifications

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

Responsibilities

• Oversee call center staff, assign tasks, motivate and discipline employees, and assess performance.
• Hire, train, and prepare agents to respond to customer questions and troubleshoot problems.
• Ensure agents understand and comply with call center objectives, standards, and policies.
• Monitor and evaluate agent performance, provide coaching, and take corrective action when needed.
• Identify cost-saving opportunities by streamlining processes and consolidating tasks.
• Drive continuous improvement through trend analysis and metrics management.
• Share best practices across iQor facilities to maintain consistency.

Skills

Call center experience

Supervisory experience

Education

High school diploma / GED

Job description

iQor in the Philippines seeks an experienced Call Center Supervisor to oversee staff, assign tasks, motivate and discipline employees, and assess performance. The role requires hiring, training, and preparing agents to respond to customer questions and troubleshoot problems with services or products.

Strong leadership and a commitment to customer service are essential. The supervisor will ensure adherence to objectives, monitor performance, coach where needed, and drive cost-saving process