Director of Call Center Operations & Performance

iQor, Inc.; Mabalacat; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

iQor, Inc. in the Philippines is seeking a seasoned Call Center Operations Director to organize day-to-day call center activities, lead and train center managers, and optimize resource planning. You will analyze performance data and drive improvements in productivity and customer service within a fast-paced environment.

The role requires strong leadership, strategic thinking, and a track record of delivering cost-efficient operations while maintaining quality and compliance.

Qualifications

• 8+ years of call center experience in collections/sales/customer service/technical support.
• 2+ years of experience managing managers.

Responsibilities

• Directs day-to-day operations of the call center and partners with leadership.
• Manages training and guidance for call center managers.
• Performs needs assessments, capacity planning, and cost/benefit analyses.
• Drives improvements in service levels, efficiency, and cost management.
• Ensures adherence to company policies and data confidentiality.

Skills

Call center experience

Managerial experience

Education

High school diploma / GED

Job description

iQor, Inc. in the Philippines is seeking a seasoned Call Center Operations Director to organize day-to-day call center activities, lead and train center managers, and optimize resource planning. You will analyze performance data and drive improvements in productivity and customer service within a fast-paced environment.

The role requires strong leadership, strategic thinking, and a track record of delivering cost-efficient operations while maintaining quality and compliance.