IQor Holdings US Inc Supervisor Operations - Call Center in Pueblo, Colorado
Supervisor OperationsSUMMARY 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 respondto customer questions and complaints and troubleshoot problems with servicesor products.* Ensuring agents understand and comply with all call center objectives,performance standards, and policies.* Monitoring and evaluating agent performance, providing learning orcoaching opportunities, and taking corrective action, if necessary.* Identifies creative ways to reduce cost by streamlining processes andsystems (i.e. modification of responsibilities or consolidation of tasks,elimination of nonvalue added processes).* Drives continuous improvement through trend reporting analysis and metricsmanagement.* Offers new ideas and suggestions for improvement.* Identifies and implements new practices and processes that are best infield.* Demonstrates a commitment to customer service; anticipates, meets andexceeds expectations by solving problems quickly and effectively makingcustomer issues a priority.* Confers with reporting manager on complex or unusual situations.* Exchanges knowledge and information with other iQor facilities to ensurebest 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 tosystems, data and proprietary information, whether internal to iQor orcustomer specific.* Interprets a variety of instructions furnished in written, oral, diagramor schedule form.* Understands and embraces the business and call center operations strategicdirection.* Performs other duties as assigned.REQUIREMENTS* 3 or more years of call center experience in collections/sales/customerservice/technical support.* 1 or more years of supervisory experience.EDUCATION REQUIREMENT High school diploma, G.E.D., Trade/Vocational School certificate orequivalent required.PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must bemet by an employee to successfully perform the essential functions of thisjob. Individual will be required to stand and walk or otherwise traverse inorder 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 10lbs. of force to push, pull or otherwise move objects and may be required tocarry or lift objects up to 50 lbs. The worker is required to have closevisual acuity to perform activities such as: preparing and analyzing dataand/or documents; viewing a computer terminal; and/or visualinspection of products or machinery. The person in this position may need tooccasionally sit, type, climb stairs, bend, reach, kneel, or twistfor minimal periods of time. Employees should not attempt to lift, pull orpush a load in excess of 50 lbs. without assistance. Care should always betaken when lifting, pushing or pulling in an awkward position.REQ ID:11697 We're excited you've considered to Be More with iQor. From CustomerInteractions to Product Support, well help you reach, stretch and realize yourpotential. GROW MORE with your own customized career path. LEARN MORE withaward-winning training. EARN MORE with industry-leading compensation. And CAREMORE in a culture that treats you like family and gives back to yourcommunity. A world of opportunity is waiting. Lets get started! All qualified applicants will receive consideration for employment withoutregard to race, color, religion, sex, sexual orientation, genderidentity, national origin, or status as a qualified individual with adisability or Vietnam era or other protected veteran.