Deskripsi Pekerjaan
iQor is seeking a results-driven Manager Operations - Call Center to lead our dynamic team in Santa Rosa, Laguna. In this pivotal role, you will be responsible for overseeing daily operations, driving performance excellence, and ensuring exceptional customer service delivery across all channels.
You'll play a crucial role in mentoring and developing our supervisory team, implementing strategic initiatives, and maintaining operational efficiency. If you're passionate about people development, process optimization, and delivering outstanding customer experiences, we want to hear from you!
Key areas of focus include workforce management, quality assurance, team performance monitoring, and compliance adherence. You'll collaborate closely with cross-functional teams to achieve organizational goals while fostering a positive and high-performing work environment that values excellence and continuous improvement.
Tanggung Jawab
- Oversee daily call center operations and ensure adherence to service level agreements (SLAs)
- Manage, train, and guide call center supervisors in performing their duties effectively
- Develop and implement operational strategies to improve efficiency and productivity
- Monitor team performance metrics and provide actionable feedback for improvement
- Ensure compliance with company policies, procedures, and quality standards
- Conduct regular coaching sessions and performance reviews with supervisory staff
- Coordinate with other departments to resolve escalated customer issues
- Prepare operational reports and present findings to senior management
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum of 3-5 years experience in call center operations management
- Proven track record of leading and developing high-performing teams
- Strong analytical skills with experience in workforce management and reporting
- Excellent communication and interpersonal abilities
- Familiarity with call center software and CRM systems
- Knowledge of Philippine labor laws and regulations
- Strong problem-solving and decision-making capabilities