Summary
Oversee call center staff and are responsible for assigning tasks, motivating and disciplining employees and assessing performance.
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 nonvalue 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 100percent 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.
Requirements
5 or more years of call center experience in collections/sales/customer service/technical support.
4 or more years of supervisory experience.
Education Requirement
High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will be required to stand and walk or otherwise traverse in order to be accessible to the production floor for extended periods of time. The person in this position will be required to regularly exert at least 10 lbs. of force to push, pull or otherwise move objects and may be required to carry or lift objects up to 50 lbs. The worker is required to have close visual acuity to perform activities such as: preparing and analyzing data and/or documents; viewing a computer terminal; and/or visual inspection of products or machinery. The person in this position may need to occasionally sit, type, climb stairs, bend, reach, kneel, or twist for minimal periods of time. Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.
