Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. 

Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. 

Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. 

Drive improvements in overall service levels, transactional efficiencies and cost management. 

Provide leadership to front line Managers and Supervisors ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development. 

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, or complete re-engineering of processes and systems). 

Drives continuous improvement through trend reporting analysis and metrics management;and 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 

5 or more years of experience in customer service/technical support/collections/sales and at least 2 years call center experience. 

2 or more years seniormanagerial experience 

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 

Ability to adhere to deadlines 

Good interpersonal communication and organizational skills 

Must possess good oral and written skills 

Must be confidential and trustworthy 

Proficient in Microsoft Office Suite (Intermediate Level in Microsoft Excel) 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 

Good working knowledge of operational procedures and policies. 

Strong project management, administrative management, and organizational skills. 

Excellent leadership, good decision‐making skills and response to high‐pressure situations. 

Ability to function as an effective team member. 

Willingness to work flexible hours. 

Bachelor’s degree in Business Administration,Project Management or related fields. 

Post Graduate diploma or professional certificate in Business Administration or related fields. 

Experience may be considered equivalent if experience demonstrated increased depth and breadth of responsibility.