Customer Care Operations Lead

iQor (branded as iQor CXBPO™); Charlotte (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

iQor (branded as iQor CXBPO™) in Charlotte, NC is hiring a Supervisor to lead the Customer Service staff on site. The role emphasizes supervising daily operations, ensuring superior service, and managing escalations while mentoring team members.

The candidate should have a Bachelor's degree and at least 3 years in a related field, including 2 years in a lead role, with strong communication and process improvement skills. The position offers growth and competitive compensation.

Qualifications

• 3+ years in relevant field with 2+ years in a lead role.
• Experience supervising customer service staff is preferred.
• Bachelor's degree in Business Administration or related field is required.

Responsibilities

• Staff the Customer Service function to meet customer requirements.
• Provide team communication and inform them of changes within the company.
• Support CSA during holidays and high workload periods.
• Liaise with Business Managers to ensure CSA support to customer.
• Lead team meetings with clear objectives for staff.
• Conduct yearly appraisals for each staff member.
• Provide guidance to Team Leaders on quality and productivity goals.
• Monitor trends and report to management/customers, initiating corrective actions.
• Prepare daily, weekly, monthly and quarterly data.
• Review attendance records.
• Monitor and edit employee time system.
• Monitor qualification of gain share bonuses.
• Advise teams on policy adherence.
• Study new processes to improve efficiency.
• Follow security procedures.
• Perform other duties as assigned.

Skills

Staff supervision

Customer service leadership

Education

Bachelor's Degree

Job description

iQor (branded as iQor CXBPO™) in Charlotte, NC is hiring a Supervisor to lead the Customer Service staff on site. The role emphasizes supervising daily operations, ensuring superior service, and managing escalations while mentoring team members.

The candidate should have a Bachelor's degree and at least 3 years in a related field, including 2 years in a lead role, with strong communication and process improvement skills. The position offers growth and competitive compensation.