Impactful Call Center Operations Leader

iQor; Mabalacat; On-site; PHP 300,000 - 520,000; Full time

Job summary

iQor is seeking a call center supervisor to oversee staff, train representatives, and enforce performance standards. You will monitor metrics, coach teams, and implement best practices to improve service quality and efficiency.

This role requires strong leadership and commitment to customer satisfaction in a fast-paced environment. Responsibilities include recruiting and onboarding reps, ensuring policy compliance, and collaborating with other iQor facilities to share best practices.

Qualifications

• 3+ years of call center experience in related roles.
• 1+ year of supervisory experience.
• Ability to coach and develop staff and drive performance.

Responsibilities

• Hire, train, and prepare call center reps to respond to questions and troubleshoot problems with services or products.
• Ensure agents meet call center objectives, performance standards, and policies.
• Monitor and evaluate agent performance; provide coaching and learning opportunities.
• Identify cost-reduction opportunities by streamlining processes and tasks.
• Drive continuous improvement through trend analysis and metrics management.
• Share best practices across iQor facilities to ensure consistency.
• Maintain 100% adherence to company policies including security, health, safety and quality.
• Interpret diverse instructions and align operations with strategic direction.

Skills

Call center experience

Supervisory experience

Customer service orientation

Education

High school diploma or equivalent

Job description

iQor is seeking a call center supervisor to oversee staff, train representatives, and enforce performance standards. You will monitor metrics, coach teams, and implement best practices to improve service quality and efficiency.

This role requires strong leadership and commitment to customer satisfaction in a fast-paced environment. Responsibilities include recruiting and onboarding reps, ensuring policy compliance, and collaborating with other iQor facilities to share best practices.