Supervisor Operations - Call Center

As a Call Center Manager at iQor in Noida, Uttar Pradesh, India, your role involves overseeing call center staff, assigning tasks, motivating employees, and assessing performance. You will be responsible for various tasks including hiring, training, and preparing call center representatives to respond to customer inquiries, ensuring compliance with call center objectives and policies, monitoring agent performance, and driving continuous improvement through trend analysis and metrics management. You will also be expected to identify ways to reduce costs, improve processes, and demonstrate a commitment to excellent customer service. Key Responsibilities: - Hire, train, and prepare call center representatives to handle customer inquiries and troubleshoot issues. - Ensure agents comply with call center objectives, performance standards, and policies. - Monitor and evaluate agent performance, provide coaching opportunities, and take corrective action when necessary. - Identify opportunities to reduce costs by streamlining processes and systems. - Drive continuous improvement through trend reporting analysis and metrics management. - Offer new ideas and suggestions for process improvement. - Implement best practices and processes to enhance operations. - Demonstrate a commitment to customer service by prioritizing and resolving customer issues effectively. - Maintain confidentiality regarding systems, data, and proprietary information. - Understand and align with the business and call center operations strategic direction. Qualification Requirements: - 3 or more years of call center experience in collections, sales, customer service, or technical support. - 1 or more years of supervisory experience. Education Requirements: - High school diploma, G.E.D., Trade/Vocational School certificate, or equivalent. Physical Requirements: - Occasionally exert up to 10 lbs. of force to push, pull, lift, or move objects. - Have visual acuity for tasks like preparing and analyzing data or viewing a computer terminal. - Ability to speak, type, and/or sit for extended periods. - Consistent attendance is essential. Join iQor and be part of a culture that values growth, learning, and caring for its employees. Visit iQor.com to explore more opportunities and start your journey with us.,