Supervisor Training – Call Center

Location: Iloilo 03, Iloilo, Philippines

Posted Date: 07/17/2024

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 updating, enhancing and producing training materials, identifying and recommending ongoing/new training in alignment with call center customer service philosophy and business needs

Responsibilities:

• Builds and maintains a training staffing and capacity strategy to meet implementation and training forecasts.
• Provides goals and objectives for the training team that align with departmental goals and manage to those goals via performance appraisals, coaching, and developmental opportunities.
• Partners with department leaders to identify training needs for new hires and existing employees.
• Partners with management team to keep appropriate personnel appraised on ever changing policies and procedures to ensure a consistent customer experience.
• Works with internal Quality Assurance teams to conduct informal/formal training needs assessments, identify training gaps, and drive improvements to training curriculum and/or delivery.
• Creates, implements, and maintains training materials required for the development of product knowledge, process awareness, system expertise, and call handling skills.
• Identifies and implements new practices and processes that are “best in field”.
• 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.

Skills Requirements:

• 3 or more years of training experience in call center.
• 1 or more years of training supervisory experience.

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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