- 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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Operations Manager
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SAMLEX Global Services Iloilo City, Pilipinas Buong oras1. Manage daily freight forwarding activities, including coordination of shipments, import/export processes, and warehousing operations. 2. Proactively follow up with carriers/agents to ensure timely arrival of shipments. 3. Coordinate shipping instructions and communicate with c ...
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Manager Operations
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Operations Shift Manager
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HealthyBOS Iloilo City, PilipinasCompany Description · HealthyBOS offers a smarter, faster, cost-effective way to increase orders through trust, loyalty, and physician/patient engagement. Our highly automated process directs work efforts to appropriate workflows based on previous results. We automate communicati ...
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Senior Manager Operations
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Manager, Legal Operations
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Operations Training Supervisor
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Stealth Monitoring, Inc. Philippines, Western Visayas, Iloilo, Pilipinas Buong orasStealth Monitoring is looking for talented individuals like you Be the next Operations Training Supervisor. · The Operations Training Supervisor is responsible for designing, implementing, and overseeing training programs for employees across various operational departments. This ...
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Senior Group Manager
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WNS Philippines, Western Visayas, Iloilo, Pilipinas Buong orasCompany Description · WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial ...
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AWS Cloud Engineer
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Human Resources Business Partner
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Restaurant Manager
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Human Resources Manager
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Area Sales Manager, General Trade
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GBSC - Subject Matter Expert
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Hygiene Officer
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Financial Analyst
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Strategic Research Development And Incubation Manager
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IT Support Specialist
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Manager Operations - Iloilo, Philippines, Pilipinas - iQor (Philippines), Inc.
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Paglalarawan
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.
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.
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