Operations Supervisor- Telco

iQor; Dasmariñas; On-site; PHP 700,000 - 900,000; Full time

Job summary

iQor seeks a seasoned Call Center Manager to oversee staff, assign tasks, and motivate teams to deliver exceptional customer service while upholding performance standards.

You will monitor agent performance, provide coaching, drive cost efficiencies, and lead continuous improvement through metrics and trend analysis.

Qualifications

• Experience supervising call center agents
• Ability to train and develop staff
• Experience with performance coaching and corrective action
• Strong analytical skills for metrics and trend reporting
• Cost-reduction process improvement experience

Responsibilities

• Hire, train, and prepare call center representatives to respond to customer questions and troubleshoot problems.
• Ensure agents understand and comply with call center objectives, performance standards, and policies.
• Monitor and evaluate agent performance; provide learning or coaching opportunities and take corrective action when necessary.
• Identify creative ways to reduce cost by streamlining processes and systems.
• Drive continuous improvement through trend reporting and metrics management.
• Offer ideas and suggestions for improvement.
• Identify and implement new practices and processes that are best in field.

Skills

People management

Training & development

Performance evaluation

Coaching

Cost reduction

Metrics & analytics

Process improvement

Job description

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