Overview : JOIN THE IQOR TEAM
JOIN THE IQOR TEAM
We are one of the largest and most respected providers of business process outsourcing and product support services in the world.
Our team of 40,000 employees, spanning the globe from locations in 19 countries, continues to grow. And as we expand, so does our need for exceptionally talented personnel.
When you become part of our iQor family, you're not just accepting a job but an invitation to advance your career and build leadership skills for the future.
Beyond financial stability, competitive benefits, and best-in-class training with cutting-edge technology, we offer excellent compensation.
As a true pay-for-performance organization, your career path and compensation are clearly defined by your work productivity and drive to succeed.
Manage a team of call center agents
Provide weekly coaching / feedback session with agents to identify opportunity areas, reinforce strengths, and create action plans to drive better performance
Take escalated calls as needed and ensure to answer agent questions / inquiries real-time to resolve customer concerns / issues
Ensure that all reports / data related to agent's performance (metrics, pay, etc) are complete and accurate
Report / communicate discrepancies on all, but not limited to, performance, report, pay, and the likes related issues of agents and the team
Provide uniform / consistent disciplinary actions to all agents on all performance and behavior related concerns
Escalate concerns that impact the team's and agent's performance, pay, etc
Report any form of performed or attempted fraud, whether performed by anyone involved in the program (agents, coaches, quality lead, etc)
Drive compliance on all program initiated action plans, initiatives, incentives, and the likes and ensure that all agents understand, execute, and provide feedback as deemed necessary
Observe and inspect adherence to all company rules, regulations, policies, action plans, initiatives, incentives and the likes that impact the company and the client (and its customers)
Raise agent and team concerns that impacts performance, pay, etc real time
Ensure timely cascade of updates / changes in actions plans, incentives, initiatives, policies, procedures, etc to all agents
Coordinate with the management team any event, exceptions, issues, etc as real time as possible that will impact (positively or negatively) or address performance
Deliver, at the least, minimum performance requirements set by the company and / or the client
Continuously improve team performance on all key performance indicators both on a weekly and monthly basis set by the company and the client
Identify performance gaps both on an agent and team level that impacts the agent's and team's performance
Initiate action plans, initiatives, incentives, etc to improve agent and team performance
Provide consistent weekly and monthly performance discussions with all agents
Partner with direct supervisor in removing hurdles in delivering minimum performance requirements on a weekly and monthly basis
Collaborate with peers, agents, and direct supervisor on how to improve team and program performance
Provide input / insight to the team on how to improve performance through process improvements, action plans review, etc
Share best practices to all teams
Bachelor's degree preferred or at the least a 2-year college degree
Prefer 1-2 years supervisory experience in a Customer Service environment under a Telecommunications program
Excellent oral and written communication skills
Strong analytical and problem solving skills
Excellent organizational and time management skills in a fast paced environment
Ability to develop and motivate staff
Self-motivated and self-starter
Very proficient in multi-tasking