Philippines Job Openings
iQor Philippines
Operations Manager
Bacolod
FULL TIME
October 18, 2024
Job Summary:
Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center supervisors in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics
Responsibilities:
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. Consistent attendance is an essential function of the job.
Job Type: Full-time
Benefits:
Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center supervisors in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics
Responsibilities:
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Drive improvements in overall service levels, transactional efficiencies and cost management.
- Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
- 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, or complete re-engineering of processes and systems).
- 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 i Qor facilities to ensure best practices are shared throughout the i Qor 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 i Qor 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.
- 5 or more years of call center experience in collections/sales/customer service/technical support.
- 2 or more years of managing supervisors experience.
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. Consistent attendance is an essential function of the job.
Job Type: Full-time
Benefits:
- Employee discount
- Health insurance
- Life insurance
- Paid training
- Pay raise
- 8 hour shift
- 13th month salary
- Overtime pay
- Performance bonus
- Quarterly bonus
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