Service Excellence Leader

2 weeks ago


Iloilo City, Western Visayas, Philippines iQor Full time
Service Excellence Leader

We are seeking a highly motivated and experienced Service Excellence Leader to join our Call Center team. In this role, you will be responsible for leading the team to deliver exceptional customer experiences, drive improvements in service levels, and enhance operational efficiency.

Key Responsibilities:
  1. Develop Service Strategy: Define user requirements and productivity standards through needs assessments, performance reviews, and capacity planning.
  2. Lead Improvement Initiatives: Drive improvements in service levels, transactional efficiencies, and cost management through leadership and coaching practices.
  3. Manage Team Performance: Recruit, select, orient, train, assign, coach, counsel, and discipline employees, administering scheduling systems and communicating job expectations.
  4. Identify Opportunities: Analyze data and trends to identify opportunities to reduce costs and improve processes, and implement new practices and technologies to drive business results.

About iQor: As a leading global provider of business process outsourcing services, we deliver innovative solutions that help clients improve their customer experience and operational efficiency.



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