Senior Call Center Operations Lead

iQor (branded as iQor CXBPO™); Mabalacat; On-site; PHP 380,000 - 620,000; Full time

Job summary

iQor CXBPO is seeking an experienced Call Center Supervisor to organize and direct the day-to-day operations of the call center, overseeing supervisors and guiding teams to meet performance targets.

This role emphasizes resource planning, coaching, recruiting support staff, and driving continuous improvement in service levels, quality, and cost management, with emphasis on security and confidentiality.

Qualifications

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

Responsibilities

• 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 productivity of resources (people, technology etc.).
• Collects and analyzes call-center statistics.
• Drive improvements in service levels, efficiency and cost management.
• Provide leadership to front line Supervisors to drive performance and development.

Skills

Call center experience

Managing supervisors

Education

High school diploma/GED

Job description

iQor CXBPO is seeking an experienced Call Center Supervisor to organize and direct the day-to-day operations of the call center, overseeing supervisors and guiding teams to meet performance targets.

This role emphasizes resource planning, coaching, recruiting support staff, and driving continuous improvement in service levels, quality, and cost management, with emphasis on security and confidentiality.