- 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 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.
- 5 or more years of call center experience in collections/sales/customer service/technical support.
- 2 or more years of managing supervisors experience.
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Organizes and directs the day-to-day activities related to the operation of the Call Center. · ...
Talisay1 buwan ang nakalipas
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Manage the group and deliver the goals and metrics of each · ...
Bacolod2 linggo ang nakalipas
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Responsibilities: · Responsible for management of the unit and performance of all employees · Manage the group and deliver the goals and metrics of each · Serve as primary client and UGS contact · Other responsibilities include operations management, team performance management, ...
Bacolod ₱600,000 - ₱1,300,000 (PHP) bawat taon2 araw ang nakalipas
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+Manage unit performance employees · Manage group deliver goals metrics each employee · Serve primary client UGS contact other responsibilities include operations management team performance client management performance metrics mentoring special projects. · ...
Bacolod, Western Visayas2 linggo ang nakalipas
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The Operations Manager is responsible for managing the unit and performance of all employees. · ...
Bacolod, Philippines1 linggo ang nakalipas
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Manage the unit and performance of all employees. · Serve as primary client contact. · ...
Bacolod2 linggo ang nakalipas
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Bachelor's degree in Business Administration, Management, Human Resources or related field required. Minimum of 5 years experience in operations management preferably within manpower or staffing industry. · ...
Bacolod3 linggo ang nakalipas
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We are looking for a Poles Operations Manager to join our team. · ...
Bacolod P2 linggo ang nakalipas
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Bachelor's degree in Business Administration or related field and strong analytical skills required for Operations Management Trainee role. · ...
Bacolod1 buwan ang nakalipas
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Responsibilities: · Responsible for management of the unit and performance of all employees · Manage the group and deliver the goals and metrics of each · Serve as primary client and UGS contact · Other responsibilities include operations management, team performance management, ...
Bacolod, Negros Occidental20 oras ang nakalipas
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Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case m ...
Pavia ₱600,000 - ₱1,300,000 (PHP) bawat taon Buong oras2 araw ang nakalipas
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Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members.The company optimizes the entire member/patient experience through service offerings for clinical, case ma ...
Pavia Buong oras2 linggo ang nakalipas
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This is an Operations Manager role responsible for overseeing daily operations across assigned programs to ensure performance targets and SLAs are consistently met. · ...
San Carlos2 linggo ang nakalipas
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We are looking for a Operations Manager to lead our Manila operations. This isn't just a management role; it's a mission-critical position designed for someone who loves building the infrastructure that allows high-performing teams to excel. · Do you provide guidance on payroll-r ...
Ermita, Metro Manila1 buwan ang nakalipas
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Ensures the profitability of the account/s / program/s by making certain that client KPIs, goals, and targets are met. · Ensures the profitability of the program/s by driving for the attainment of Client-specified KPIs and targets. · ...
Iloilo3 linggo ang nakalipas
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The Operations Manager will oversee operational functions and drive initiatives that contribute to long-term operational excellence. · ...
Ermita, Metro Manila2 linggo ang nakalipas
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Responsible for providing oversight for customer service staff. Responsible for establishing departmental policies and procedures. Primary duties may include, but are not limited to: · Directs implementation and administration of benefit programs. · Prepares and communicates info ...
Iloilo ₱600,000 - ₱1,300,000 (PHP) bawat taon2 araw ang nakalipas
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The Operations Manager plans directs and controls the activities of the Branch. · ...
Iloilo City1 buwan ang nakalipas
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JOB SUMMARY: · Provides support and guidance to operations staff so that the company's goals and objectives are · achieved. · DUTIES and RESPONSIBILITIES: · • Prepares monthly scorecards and performance appraisals of Team Leaders, and/or · Operations Supervisors, ensuring timel ...
Iloilo ₱600,000 - ₱1,300,000 (PHP) bawat taon1 araw ang nakalipas
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Job summary: Ensures the profitability of the account/s / program/s by making certain that client KPIs , goals , and targets are met . · Functional Responsibilities : Ensures the profitability of the program/s by driving for attainment Client - specified KPIs and targets . Monit ...
Iloilo, Western Visayas3 linggo ang nakalipas
Operations Manager - Talisay - iQor
Paglalarawan
The ideal candidate should be comfortable multitasking and working cross-functionally with different business units. The ideal candidate will have previous experience in related fields.
We're excited you've considered to Be More with iQor. From Customer Interactions to Product Support, we'll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let's get started
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:
Skills Requirements:
Education Requirements:
High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.
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