Call Center Ops Supervisor — Lead, Coach & Improve

iQor (branded as iQor CXBPO™); Mabalacat; Hybrid; PHP 420,000 - 600,000; Full time

Job summary

iQor (branded as iQor CXBPO™) in the Philippines is seeking a call center supervisor to oversee staff, assign tasks, motivate and discipline employees, and assess performance. You will hire, train, and align agents with service standards while driving efficiency and quality across operations.

The role requires 3+ years in call center and at least 1 year of supervisory experience, with a high school diploma or equivalent.

Qualifications

• 3+ years of call center experience in collections/sales/customer service/technical support.
• 1+ years of supervisory experience.
• High school diploma or equivalent is 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.
• Drives continuous improvement through trend reporting analysis and metrics management.
• Confers with reporting manager on complex or unusual situations.

Skills

Call center experience

Supervisory experience

Education

High school diploma or equivalent

Job description

iQor (branded as iQor CXBPO™) in the Philippines is seeking a call center supervisor to oversee staff, assign tasks, motivate and discipline employees, and assess performance. You will hire, train, and align agents with service standards while driving efficiency and quality across operations.

The role requires 3+ years in call center and at least 1 year of supervisory experience, with a high school diploma or equivalent.