About This Role
This role involves overseeing call center staff, assigning tasks, motivating and disciplining employees, and assessing their performance. The supervisor ensures the team delivers excellent customer service and complies with all company policies, driving continuous improvement in operations.
Responsibilities
- Hire, train, and prepare call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
- Ensure agents understand and comply with all call center objectives, performance standards, and policies
- Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Identify 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)
- Drive continuous improvement through trend reporting analysis and metrics management
- Offer new ideas and suggestions for improvement
- Identify and implement new practices and processes that are “best in field"
- Demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively; making customer issues a priority
- Confer with reporting manager on complex or unusual situations
- Exchange knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization
- Ensure 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality)
- Maintain discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific
- Interpret a variety of instructions furnished in written, oral, diagram or schedule form
- Understand and embrace the business and call center operations strategic direction
- Perform other duties as assigned
Requirements
- 3 or more years of call center experience in collections/sales/customer service/technical support/TELCO
- 1 or more years of supervisory experience in airline/travel accounts
- 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 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
