Strategic Call Center Operations Leader

iQor (branded as iQor CXBPO™); Mabalacat; On-site; PHP 520,000 - 760,000; Full time

Job summary

iQor (branded as iQor CXBPO™) in the Philippines seeks an experienced Call Center Operations Leader to organize and direct daily call center activities and supervise the supervisor team. You will coordinate resources, coach staff, and monitor performance metrics to ensure efficiency and quality.

The role emphasizes coaching, scheduling, and implementing process improvements to raise service levels and reduce costs, with a high school diploma as a baseline requirement.

Qualifications

• 5+ years of call center experience in collections, sales, customer service or technical support.
• 2+ years of experience managing call center supervisors.
• High school diploma or equivalent required.

Responsibilities

• Organizes and directs day-to-day call center operations and supervises supervisors.
• Plans resources and analyzes call-center statistics to maximize productivity.
• Recruiting, training, coaching and disciplining staff as needed.
• Drive service level improvements and cost management.
• Lead frontline supervisors and ensure adherence to policies and quality standards.
• Identify process improvements and implement best practices across sites.

Skills

Call center experience

Supervisory management

Education

High school diploma or equivalent

Job description

iQor (branded as iQor CXBPO™) in the Philippines seeks an experienced Call Center Operations Leader to organize and direct daily call center activities and supervise the supervisor team. You will coordinate resources, coach staff, and monitor performance metrics to ensure efficiency and quality.

The role emphasizes coaching, scheduling, and implementing process improvements to raise service levels and reduce costs, with a high school diploma as a baseline requirement.