Supervisor Operations - Collection

iQor (Philippines), Inc.; Mabalacat; On-site; PHP 279,000 - 502,000; Full time

Job summary

iQor (Philippines), Inc. is seeking a Call Center Supervisor in Pampanga to lead and motivate a team of agents, assign tasks, and ensure performance standards are met.

You will hire, train, and coach staff, monitor quality, and implement improvements to reduce costs and enhance customer service. The role emphasizes discipline, problem-solving, and collaboration with other 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.
• High school diploma, G.E.D., Trade/Vocational School certificate or equivalent.
• Occasionally exert up to 10 lbs. of force to move objects.
• Visual acuity to prepare and analyze data and operate a computer terminal.
• Speak, type and/or sit for extended periods; consistent attendance.

Responsibilities

• Hiring, training, and preparing call center representatives to respond to customer questions 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.
• Identifies creative ways to reduce cost by streamlining processes and systems.
• Drives continuous improvement through trend reporting analysis and metrics management.
• Offers new ideas and suggestions for improvement.
• Identifies and implements best-in-field practices.
• Demonstrates a commitment to customer service; anticipates and resolves issues quickly.
• Confers with reporting manager on complex or unusual situations.
• Exchanges knowledge with other iQor facilities to share best practices.

Skills

Call center experience

Supervisory experience

Customer service

Education

High school diploma or equivalent

Job description

About the role

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

Key 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

About you

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

• 1 or more years of supervisory experience

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

• 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