Senior Call Center Operations Leader

iQor; Pampanga; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

iQor in the Philippines is seeking a Senior Call Center Operations Leader to organize and direct day-to-day contact center activities, focusing on productivity, quality, and customer service standards.

You will recruit, train, coach, and guide call center managers, drive performance improvements, and implement cost-saving processes while ensuring 100% adherence to company policies.

This role requires 8+ years in call center environments with at least 2 years in a manager-of-managers capacity.

Qualifications

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

Responsibilities

• Determines call center operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Maintains and improves call center operations by monitoring system performance and quality assurance programs.
• Drives continuous improvement through trend reporting and metrics management; identifies best practices.
• Provides leadership to managers, coaching and guiding performance improvements.

Skills

Call center operations

People management

Education

High school diploma or equivalent

Job description

iQor in the Philippines is seeking a Senior Call Center Operations Leader to organize and direct day-to-day contact center activities, focusing on productivity, quality, and customer service standards.

You will recruit, train, coach, and guide call center managers, drive performance improvements, and implement cost-saving processes while ensuring 100% adherence to company policies.

This role requires 8+ years in call center environments with at least 2 years in a manager-of-managers capacity.