Strategic Call Center Operations Manager

iQor, Inc.; Mabalacat; On-site; PHP 360,000 - 540,000; Full time

Job summary

iQor, Inc. in the Philippines seeks an experienced Call Center Supervisor to organize and direct daily operations, train and guide frontline supervisors, and perform resource planning to maximize productivity and service levels.

You will monitor performance, implement process improvements, recruit and coach staff, manage scheduling, and ensure adherence to policies while driving cost efficiency and customer satisfaction.

Qualifications

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

Responsibilities

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Drives continuous improvements in service levels, efficiency, and cost management.

Skills

Call center experience

Leadership of supervisors

Education

High school diploma

Job description

iQor, Inc. in the Philippines seeks an experienced Call Center Supervisor to organize and direct daily operations, train and guide frontline supervisors, and perform resource planning to maximize productivity and service levels.

You will monitor performance, implement process improvements, recruit and coach staff, manage scheduling, and ensure adherence to policies while driving cost efficiency and customer satisfaction.