Strategic Call Center Operations Manager

iQor (branded as iQor CXBPO™); Dasmariñas; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

iQor CXBPO in the Philippines is seeking an experienced Call Center Operations Manager to organize and direct the day-to-day activities of the center. You will manage, train, and guide call center supervisors, perform resource planning, and analyze call-center statistics to optimize performance.

The role requires 5+ years in call center leadership and at least 2+ years managing supervisors. You will drive service levels, cost management, and continuous improvement while upholding customer

Qualifications

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

Responsibilities

• Organizes and directs the day-to-day activities related to the operation of the Call Center.
• Responsible for managing, training & guiding call center supervisors in performing their duties.
• Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyzes call-center statistics.
• Drive improvements in overall service levels, transactional efficiencies and cost management.
• Provide leadership to front line Supervisors, 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.
• Drives continuous improvement through trend reporting analysis and metrics management.
• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.

Skills

Call center experience

Supervisor management

Education

High school diploma

Job description

iQor CXBPO in the Philippines is seeking an experienced Call Center Operations Manager to organize and direct the day-to-day activities of the center. You will manage, train, and guide call center supervisors, perform resource planning, and analyze call-center statistics to optimize performance.

The role requires 5+ years in call center leadership and at least 2+ years managing supervisors. You will drive service levels, cost management, and continuous improvement while upholding customer