Strategic Call Center Operations Lead

iQor, Inc.; Mabalacat; On-site; PHP 480,000 - 720,000; Full time

Job summary

iQor, Inc. is seeking a Call Center Supervisor responsible for overseeing staff, assigning tasks, and driving performance improvements.

The role includes hiring and training representatives to respond to customer questions and troubleshoot services or products, while ensuring adherence to call center objectives and policies. The position emphasizes coaching, cost-reduction through process improvements, and sharing best practices across iQor facilities.

Qualifications

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

Responsibilities

• Oversee call center staff and assign tasks, motivate and discipline employees, assess performance.
• Hire, train, and prepare representatives to handle customer questions and troubleshoot issues.
• Ensure agents understand call center objectives, standards, and policies.
• Monitor and evaluate agent performance; provide coaching and corrective action when needed.
• Identify ways to reduce costs by streamlining processes and consolidating tasks.
• Drive continuous improvement via trend reporting and metrics management.
• Share best practices and ensure 100% adherence to company policies and procedures.
• Maintain confidentiality of systems, data, and proprietary information.
• Interpret varied instructions and align with the call center strategy.

Skills

Call center experience

Supervisory experience

Education

High school diploma / GED / trade certificate

Job description

iQor, Inc. is seeking a Call Center Supervisor responsible for overseeing staff, assigning tasks, and driving performance improvements.

The role includes hiring and training representatives to respond to customer questions and troubleshoot services or products, while ensuring adherence to call center objectives and policies. The position emphasizes coaching, cost-reduction through process improvements, and sharing best practices across iQor facilities.