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iQor · 22 hours ago

Operations Supervisor

United States

Full-time

Onsite

Mid Level

3+ years exp

iQor is a company that oversees call center operations, and they are seeking an Operations Supervisor to manage call center staff. The role involves hiring and training representatives, monitoring performance, and implementing best practices to enhance service quality and efficiency.

Customer ServiceLogisticsOutsourcingSupply Chain Management

H1B Sponsor Likely

Hiring Manager

Kakia Shelly

Responsibilities

Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products

Ensuring agents understand and comply with all call center objectives, performance standards, and policies

Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary

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)

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

Qualification

Call center experienceSupervisory experienceCustomer servicePerformance assessmentProblem solving

Required

3 or more years of call center experience in collections/sales/customer service/technical support

1 or more years of supervisory experience

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required

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

Company

iQor

Glassdoor3.5

iQor provides customer interactions, product support services, data and analytics, and iQor LinQ solutions for enterprises.

Founded in 1998

St. Petersburg, Florida, USA

10001+ employees

http://www.iqor.com

H1B Sponsorship

iQor has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (6)

2021 (1)

2020 (4)