Supervisor Operations - Call Center

iQor; Philippines; On-site; PHP 400,000 - 650,000; Full time

Job summary

iQor in the Philippines is seeking a results‑driven Call Center Operations Supervisor. You will organize and direct day‑to‑day call center activities and supervise call center supervisors, while conducting effective resource planning to maximize productivity and collect and analyze call-center statistics.

You should be comfortable multitasking and working cross‑functionally with different business units; prior experience in related fields is preferred.

Qualifications

• 3+ years of call center experience in collections/sales/customer service/tech support.
• 1+ year of supervisory experience.
• Strong leadership and communication skills.

Responsibilities

• Direct day-to-day call center operations and supervise supervisors.
• Plan resources to maximize productivity; analyze call-center statistics.
• Recruit, train, coach and discipline staff; manage scheduling.
• Drive improvements in service levels and cost management.
• Provide leadership to front line Supervisors and ensure coaching practices.
• Share best practices with other iQor facilities.
• Ensure adherence to company policies, procedures and confidentiality.
• Perform other duties as assigned.

Skills

Call center experience

Supervisory experience

Leadership

Communication skills

Education

High school diploma or equivalent

Job description

The ideal candidate should be comfortable multitasking and working cross-functionally with different business units. The ideal candidate will have previous experience in related fields.

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

Job Summary:

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 analyze call-center statistics

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; contributing information and analysis to organizational strategic plans and reviews.
• 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.
• 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 (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
• Drives continuous improvement through trend reporting analysis and metrics management
• Offers new ideas and suggestions for improvement.
• Identifies and implements new practices and processes that are “best in field"".
• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.
• Confers with reporting manager on complex or unusual situations.
• Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Understands and embraces the business and call center operations strategic direction.
• Performs other duties as assigned.

Educational Qualifications:

• High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Required Skills:

• 3 or more years of call center experience in collections/sales/customer service/technical support.
• 1 or more years of supervisory experience.

Preferred Skills:

• Strong leadership and communication skills.
• Ability to analyze data and make informed decisions.