Call Center Operations Supervisor - Lead, Coach & Improve

iQor, Inc.; Santa Rosa; On-site; PHP 335,000 - 603,000; Full time

Job summary

iQor, Inc. in the Philippines is seeking a Call Center Supervisor to lead the day-to-day operations of our customer service team. You will recruit, train, and coach agents, monitor performance, and ensure adherence to quality standards.

Responsibilities include guiding agents, implementing process improvements, and partnering with management to meet service goals and control costs. Strong communication and leadership are essential.

Qualifications

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

Responsibilities

• Oversee call center staff and assign tasks; motivate and discipline employees; assess performance.
• Hiring, training, and preparing agents to respond to customer questions and troubleshoot problems.
• Ensure agents understand and comply with call center objectives and policies.
• Monitor and evaluate agent performance; provide coaching and corrective action as needed.
• Identify cost-saving opportunities by streamlining processes and eliminations of non-value added tasks.
• Drive continuous improvement through trend reporting and metrics management; share best practices.

Skills

Call center experience

Supervisory experience

Education

High school diploma / G.E.D.

Job description

iQor, Inc. in the Philippines is seeking a Call Center Supervisor to lead the day-to-day operations of our customer service team. You will recruit, train, and coach agents, monitor performance, and ensure adherence to quality standards.

Responsibilities include guiding agents, implementing process improvements, and partnering with management to meet service goals and control costs. Strong communication and leadership are essential.