Strategic Call Center Operations Leader

iQor; Talisay; On-site; PHP 558,000 - 1,004,000; Full time

Job summary

iQor Iloilo is seeking an experienced call center operations manager to organize and direct day-to-day activities, train and guide supervisors, and optimize resources (people, technology) to maximize productivity and service levels.

You will lead performance reviews, implement process improvements, and ensure adherence to company policies while driving cost efficiency and customer satisfaction across the center.

Qualifications

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

Responsibilities

• Organizes call center operations and directs day-to-day activities.
• Trains and guides call center supervisors in their duties.
• Conducts resource planning to maximize productivity (people, technology, etc.).
• Collects and analyzes call-center statistics.
• Recruiting, scheduling, coaching, and performance management of staff.
• Drive improvements in service levels and cost management.

Skills

Call center experience

Supervisory management

Education

High school diploma/G.E.D./equivalent

Job description

iQor Iloilo is seeking an experienced call center operations manager to organize and direct day-to-day activities, train and guide supervisors, and optimize resources (people, technology) to maximize productivity and service levels.

You will lead performance reviews, implement process improvements, and ensure adherence to company policies while driving cost efficiency and customer satisfaction across the center.