Operations Supervisor

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

Were excited youve considered to Be More with iQor. From Customer Interactions to Product Support, well 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. Lets get started!

Job Summary

Oversee call center staff and are responsible for assigning tasks, motivating and disciplining employees and assessing performance.

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.
• 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).
• 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

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

Education Requirements

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