Collections Operations Supervisor - Lead, Coach & Improve

iQor, Inc.; Mabalacat; On-site; PHP 350,000 - 520,000; Full time

Job summary

iQor, Inc. seeks a Call Center Supervisor to oversee call center staff, assign tasks, motivate employees, and assess performance. You will mentor agents to respond to customer questions, troubleshoot issues, and ensure adherence to call center standards.

The role emphasizes coaching, process improvement, and sharing best practices across iQor facilities, with a focus on maintaining high-quality customer service and confidentiality.

Qualifications

• 3+ years of call center experience in collections/sales/customer service/technical support.
• 1+ years of supervisory experience.
• Strong communication and leadership skills.

Responsibilities

• Hire, train, and prepare call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensure agents understand and comply with call center objectives, performance 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 reporting and metrics management.
• Share best practices with other iQor facilities to ensure consistency across the organization.

Skills

Call center experience

Supervisory experience

Customer service

Education

High school diploma

Job description

iQor, Inc. seeks a Call Center Supervisor to oversee call center staff, assign tasks, motivate employees, and assess performance. You will mentor agents to respond to customer questions, troubleshoot issues, and ensure adherence to call center standards.

The role emphasizes coaching, process improvement, and sharing best practices across iQor facilities, with a focus on maintaining high-quality customer service and confidentiality.