Supervisor Operations - Call Center
iQor
Santa Rosa, Laguna, Philippines
3d ago

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.

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