Deskripsi Pekerjaan
Join iQor's dynamic leadership team as a Senior Operations Manager in Iloilo. This pivotal role empowers you to orchestrate daily operational excellence within our call center environment. You'll spearhead strategic initiatives, optimize workflows, and drive performance metrics while mentoring a talented team of call center managers. Your leadership will directly impact customer satisfaction, agent productivity, and operational efficiency. If you thrive in fast-paced environments and possess a passion for developing high-performing teams, this role offers an exceptional opportunity to shape the future of our operations in Western Visayas.
Tanggung Jawab
- Oversee daily call center operations to ensure KPIs and SLAs are consistently achieved
- Lead, mentor, and develop call center managers through targeted coaching and training programs
- Implement process improvement initiatives to enhance operational efficiency and reduce costs
- Analyze performance data to identify trends and implement data-driven solutions
- Ensure compliance with company policies, quality standards, and regulatory requirements
- Collaborate with cross-functional teams to align operational goals with business objectives
- Drive employee engagement initiatives to foster a positive and productive work culture
Kualifikasi
- Bachelor's degree in Business Management, Operations, or related field (Master's preferred)
- 5+ years in call center operations with 3+ years in leadership roles
- Proven experience managing teams of 15+ agents and multiple managers
- Strong analytical skills with proficiency in reporting tools (e.g., Salesforce, Tableau)
- Expertise in process optimization and performance management methodologies
- Exceptional communication, coaching, and conflict resolution abilities
- Experience implementing quality assurance programs and customer service standards