Head of Call Center Operations & Performance

iQor; Philippines; On-site; PHP 400,000 - 650,000; Full time

Job summary

iQor in the Philippines is seeking a results‑driven Call Center Operations Supervisor. You will organize and direct day‑to‑day call center activities and supervise call center supervisors, while conducting effective resource planning to maximize productivity and collect and analyze call-center statistics.

You should be comfortable multitasking and working cross‑functionally with different business units; prior experience in related fields is preferred.

Qualifications

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

Responsibilities

• Direct day-to-day call center operations and supervise supervisors.
• Plan resources to maximize productivity; analyze call-center statistics.
• Recruit, train, coach and discipline staff; manage scheduling.
• Drive improvements in service levels and cost management.
• Provide leadership to front line Supervisors and ensure coaching practices.
• Share best practices with other iQor facilities.
• Ensure adherence to company policies, procedures and confidentiality.
• Perform other duties as assigned.

Skills

Call center experience

Supervisory experience

Leadership

Communication skills

Education

High school diploma or equivalent

Job description

iQor in the Philippines is seeking a results‑driven Call Center Operations Supervisor. You will organize and direct day‑to‑day call center activities and supervise call center supervisors, while conducting effective resource planning to maximize productivity and collect and analyze call-center statistics.

You should be comfortable multitasking and working cross‑functionally with different business units; prior experience in related fields is preferred.