Supervisor Operations - Call Center - #117648

iQor (branded as iQor CXBPO™); Mabalacat; On-site; PHP 279,000 - 469,000; Full time

Job summary

iQor (branded as iQor CXBPO™) in the Philippines is seeking a supervisor to oversee call center staff and drive performance. You will assign tasks, motivate agents, and ensure quality in customer interactions.

The role requires experience in call center operations and at least one year in a supervisory capacity, with a focus on delivering results and maintaining service standards.

Qualifications

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

Responsibilities

• Hire, train, and prepare call center representatives to respond to customer questions and issues.
• Ensure agents meet call center objectives and policies.
• Monitor and coach agent performance and take corrective action when needed.
• Identify ways to reduce costs by streamlining processes and tasks.
• Drive continuous improvement through trend reporting and metrics management.
• Share best practices across iQor facilities.

Skills

Call center experience

Supervisory experience

Education

High school diploma/GED

Job description

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

Oversee call center staff and are responsible for assigning tasks, motivating and disciplining employees and assessing performance.

Responsibilities

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• 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).
• 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.

Skills Requirements

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

Education Requirements

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

Physical Requirements

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.