Senior Call Center Operations Leader - Strategy & Growth

iQor (branded as iQor CXBPO™); Mabalacat; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

iQor (branded as iQor CXBPO™) is seeking an experienced Call Center Operations Manager to organize and direct day-to-day call center activities in our Pampanga site. You will lead and train managers, conduct resource planning, and ensure productivity, quality, and customer service standards align with company goals.

You will drive performance through staffing, scheduling, and continuous improvement initiatives, monitor metrics, and collaborate with cross-functional teams to deliver

Qualifications

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

Responsibilities

• Organizes and directs day-to-day call center operations.
• Recruits, trains, coaches, and evaluates staff at multiple levels.
• Drives performance with scheduling, capacity planning, and cost management.
• Monitors metrics and ensures adherence to quality, service levels, and policies.
• Collaborates with other iQor facilities to share best practices and improve processes.

Skills

Call center experience

People management

Education

High school diploma

Job description

iQor (branded as iQor CXBPO™) is seeking an experienced Call Center Operations Manager to organize and direct day-to-day call center activities in our Pampanga site. You will lead and train managers, conduct resource planning, and ensure productivity, quality, and customer service standards align with company goals.

You will drive performance through staffing, scheduling, and continuous improvement initiatives, monitor metrics, and collaborate with cross-functional teams to deliver