Operations Team Lead, Call Center & Continuous Improvement

iQor (branded as iQor CXBPO™); Mabalacat; Hybrid; PHP 502,000 - 725,000; Full time

Job summary

iQor (branded as iQor CXBPO™) is seeking a supervisor to oversee call center staff in Mabalacat, Pampanga. You will assign tasks, motivate, and discipline employees while assessing performance.

Responsibilities include hiring, training, and preparing representatives to respond to customer questions and complaints, ensuring adherence to objectives and policies, monitoring performance, and driving continuous improvement across processes, with a focus on best practices and confidentiality.

Qualifications

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

Skills

Call center experience

Supervisory experience

Customer service

Education

High school diploma

Job description

iQor (branded as iQor CXBPO™) is seeking a supervisor to oversee call center staff in Mabalacat, Pampanga. You will assign tasks, motivate, and discipline employees while assessing performance.

Responsibilities include hiring, training, and preparing representatives to respond to customer questions and complaints, ensuring adherence to objectives and policies, monitoring performance, and driving continuous improvement across processes, with a focus on best practices and confidentiality.