Manager Call Center Services

Location: Clark 05, Pampanga, Philippines

Posted Date: 08/29/2024

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:

Responsible for creating, structuring, and managing call center partnerships within iQor. This position is an opportunity to work in a highly collaborative environment with professionals from different backgrounds focused on creating a new business model. This venture is unusual in the industry, and so the person will need to be energetic, creative and entrepreneurial, and a good communicator and collaborator.

Responsibilities:

• Leads iQor search to select new call center partners when necessary
• Negotiates pricing with call centers.
• Continually investigates creative methods to reduce costs.
• Manages information flow to and from the call center.
• Decides on most important KPIs and metrics to track call center on.
• Monitors call center performance.
• Communicates with and presents to large and small groups working on this venture.
• Works collaboratively with other initiative leads. (i.e. IT, sales).
• Performs other duties as assigned.

Skills Requirements:

• 5-8 years of experience.
• Strong understanding of lean processes and analytical capability.
• 2 or more years of working in call center management/operations or managing call center relationship at a customer.
• Experience with intelligent call center solutions, or integrating call center data with other services in reverse logistics, is highly preferred.

Education Requirements:

Bachelor’s Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business or related field preferred.

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.

iQor.com

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