Growth-Centric Call Center Operations Lead

iQor; Pampanga; On-site; PHP 335,000 - 580,000; Full time

Job summary

iQor Philippines in Pampanga seeks a results-driven call center supervisor to oversee staff, assign tasks, and ensure strong service delivery across channels. You will motivate, coach, and discipline employees while maintaining high performance standards.

The role emphasizes cost-effective operations, adherence to policies, and continuous improvement through monitoring metrics and feedback, with growth opportunities within a supportive, family-like culture.

Qualifications

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

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 coaching opportunities, and taking corrective action when necessary.
• Identifies ways to reduce cost by streamlining processes and systems.
• Drives continuous improvement through trend reporting and metrics management.
• Offers new ideas and suggestions for improvement.
• Identifies and implements best practices across facilities.
• Maintains confidentiality of information and ensures adherence to policies.

Skills

Call center experience

Supervisory experience

Education

High school diploma or equivalent

Job description

iQor Philippines in Pampanga seeks a results-driven call center supervisor to oversee staff, assign tasks, and ensure strong service delivery across channels. You will motivate, coach, and discipline employees while maintaining high performance standards.

The role emphasizes cost-effective operations, adherence to policies, and continuous improvement through monitoring metrics and feedback, with growth opportunities within a supportive, family-like culture.