Supervisor Operations - Call Center

As a Call Center Supervisor at iQor, your role is to oversee call center staff, assign tasks, motivate and discipline employees, and assess performance to ensure optimal customer service and operational efficiency. Key Responsibilities: - Hiring, training, and preparing call center representatives to effectively respond to customer inquiries, complaints, and troubleshoot problems. - Ensuring agents understand and comply with all call center objectives, performance standards, and policies. - Monitoring and evaluating agent performance, providing coaching opportunities, and taking corrective action when necessary. - Identifying ways to reduce costs by streamlining processes, systems, and tasks. - Driving continuous improvement through trend reporting analysis and metrics management. - Offering new ideas and suggestions for operational enhancement. - Implementing best practices and processes to improve efficiency. - Demonstrating a commitment to customer service by promptly and effectively resolving issues. - Maintaining confidentiality in all areas related to systems, data, and proprietary information. - Understanding and aligning with the strategic direction of the business and call center operations. Qualifications Required: - 3 or more years of call center experience in collections, sales, customer service, or technical support. - 1 or more years of supervisory experience. Education Requirement: - High school diploma, G.E.D., Trade/Vocational School certificate, or equivalent. Physical Requirements: - Occasionally exert up to 10 lbs. of force for moving objects. - Visual acuity for data analysis and computer work. - Ability to speak, type, and/or sit for extended periods. - Consistent attendance is essential. Please note that the company details were not provided in the job description.,