Supervisor Operations - Call Center

iQor; Allentown (Lehigh County); On-site; USD 52,000 - 65,000; Full time

Job summary

iQor in Allentown, PA is seeking a Call Center Supervisor to oversee staff, assign tasks, motivate and discipline employees, and assess performance. The role focuses on coaching to meet service goals and customer satisfaction.

You will hire/train representatives, ensure policy compliance, monitor performance, identify cost-saving process improvements, and drive continuous improvement through metrics and trend analysis.

Responsibilities

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints.
• Ensure agents understand and comply with call center objectives, performance standards, and policies.
• Monitor and evaluate agent performance, provide learning or coaching opportunities, and take corrective action if necessary.
• Identify cost-saving opportunities by streamlining processes and consolidating tasks.
• Drive continuous improvement through trend reporting analysis and metrics management.
• Propose new ideas and suggestions for process improvements.

Job description

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