Supervisor Operations - Call Center - #118937

iQor; Santa Rosa; On-site; PHP 391,000 - 614,000; Full time

Job summary

iQor is seeking an experienced Call Center Supervisor to oversee teams, assign tasks, motivate staff, and assess performance to ensure exceptional customer service.

The role emphasizes coaching, process improvement, cost reduction, adherence to policies, and collaboration across iQor facilities to share best practices.

Qualifications

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

Responsibilities

• Hire, train, and prepare call center representatives to respond to customer questions and troubleshoot problems.
• Ensure agents understand and comply with call center objectives, performance standards, and policies.
• Monitor and evaluate agent performance; provide coaching and corrective action as needed.
• Identify ways to reduce cost by streamlining processes and systems.
• Drive continuous improvement through trend reporting and metrics management.
• Share best practices across iQor facilities.
• Maintain 100% adherence to company policies (Security, Health, Safety, Quality).
• Maintain confidentiality of data and proprietary information.
• Liaise with reporting manager on complex situations.
• Understand and support call center strategy; perform other duties as assigned.

Skills

Call center experience

Supervisory experience

Education

High school diploma / GED / Trade certificate

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.