TELCO-Savvy Call Center Supervisor

iQor Philippines

Morong

On-site

PHP 420,000 - 640,000

Full time

2 days ago

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Job summary

iQor Philippines is seeking an experienced call center supervisor to oversee staff, assign tasks, motivate and discipline employees, and assess performance across service teams. The role emphasizes maintaining high quality and adherence to policies while driving solutions for customers.

Responsibilities include hiring and training representatives, monitoring performance, coaching, and identifying cost-saving process improvements.

Qualifications

3+ years in call center roles across collections, sales, customer service, or technical support.
At least 1 year in supervision.
TELCO experience preferred.

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”.