Senior Operations Manager

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

Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center managers in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics.

Responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses defining user requirements productivity, quality, and customerservice standards contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance identifying and resolving problems preparing and completing action plans completing system audits and analyses managing system and process improvement and quality assurance programs.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees administering scheduling systems communicating job expectations planning, monitoring, appraising, and reviewing job contributions planning and reviewing compensation actions enforcing policies and procedures.
• Drive improvements in overall service levels, transactional efficiencies and cost management.
• Provide leadership to managers, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of nonvalue added processes, or complete reengineering of processes and systems).
• 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 100percent 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.
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Understands and embraces the business and call center operations strategic direction. Performs other duties as assigned.

Skills Requirements:

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

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.