Strategic Call Center Operations Leader

iQor; Pampanga; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

iQor in the Philippines is seeking an experienced Call Center Operations Manager to organize day-to-day activities and lead call center managers in delivering service excellence. You will monitor performance and drive process improvements to ensure quality and efficiency.

The role emphasizes coaching, training, resource planning, and cost management to maximize productivity while maintaining high customer satisfaction and policy adherence.

Qualifications

• 8+ years in call center operations (collections/sales/customer service/technical support).
• 2+ years of experience managing managers or multi-site teams.
• Education: High school diploma or equivalent.

Responsibilities

• Determines call center operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Maintains and improves operations by monitoring performance, resolving problems, and conducting audits.
• Recruiting, training, coaching, and disciplining staff; scheduling and performance reviews.
• Drive improvements in service levels, efficiencies and cost management.
• Provide leadership to managers and ensure best practices are shared across locations.
• Identify cost-saving opportunities by streamlining processes and reengineering systems.
• Lead continuous improvement through trend analysis and metrics.

Skills

8+ years call center experience in

2+ years managing managers

Education

High school diploma or equivalent

Job description

iQor in the Philippines is seeking an experienced Call Center Operations Manager to organize day-to-day activities and lead call center managers in delivering service excellence. You will monitor performance and drive process improvements to ensure quality and efficiency.

The role emphasizes coaching, training, resource planning, and cost management to maximize productivity while maintaining high customer satisfaction and policy adherence.