Operations Manager

iQor; Talisay; On-site; PHP 450,000 - 650,000; Full time

Job summary

iQor in the Philippines is seeking an experienced Call Center Operations Lead to organize day-to-day call center activities, train and guide supervisors, and optimize resource planning to maximize productivity.

The role focuses on achieving service levels, cost management, and continuous improvement while maintaining confidentiality and adhering to company policies. A high school diploma is required, with 5+ years in call center roles and 2+ years of supervisory experience.

Qualifications

• 5+ years of call center experience (collections/sales/customer service/technical support).
• 2+ years of supervising experience.

Responsibilities

• Determine call center operational strategies through needs assessments and performance reviews.
• Monitor system performance and drive process improvements; ensure quality assurance programs.
• Recruit, train, coach, and manage front-line supervisors to meet service level targets.
• Lead cost management and drive continuous improvement in service levels and efficiency.
• Coordinate with other units to share best practices and ensure policy adherence.

Skills

Call Center Leadership

Supervisory Management

Customer Service

Education

High school diploma or equivalent

Job description

The ideal candidate should be comfortable multitasking and working cross-functionally with different business units. The ideal candidate will have previous experience in related fields.

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

Job Summary:

Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center supervisors in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics

Responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Drive improvements in overall service levels, transactional efficiencies and cost management.
• Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
• 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.

Skills Requirements:

• 5 or more years of call center experience in collections/sales/customer service/technical support.
• 2 or more years of managing supervisors experience.

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.