Growth-Focused Call Center Operations Lead

iQor, Inc.; Santa Rosa; On-site; PHP 350,000 - 550,000; Full time

Job summary

iQor, Inc. in the Philippines is seeking a Call Center Supervisor to lead and develop a team of representatives in a fast-paced environment. You will hire, train, and guide staff to deliver excellent customer service and resolve issues efficiently.

You’ll monitor performance, enforce standards, and drive improvements through coaching, process changes, and metrics reviews to reduce costs and boost customer satisfaction.

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 learning or coaching opportunities, and taking corrective action, if necessary.
• Identify ways to reduce costs by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes).
• Drives continuous improvement through trend reporting analysis and metrics management.
• Offers new ideas and suggestions for improvement.
• Identifies and implements new practices and processes that are “best in field".
• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.
• Confers with reporting manager on complex or unusual situations.
• Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Understands and embraces the business and call center operations strategic direction.
• Performs other duties as assigned.

Job description

iQor, Inc. in the Philippines is seeking a Call Center Supervisor to lead and develop a team of representatives in a fast-paced environment. You will hire, train, and guide staff to deliver excellent customer service and resolve issues efficiently.

You’ll monitor performance, enforce standards, and drive improvements through coaching, process changes, and metrics reviews to reduce costs and boost customer satisfaction.