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Head of Contact Center Operations

2 weeks ago

Quezon City, National Capital Region, Philippines iQor Full time

iQor is seeking an Executive Director of Business Development to lead our operations globally.

About the Role:

You will be responsible for developing and executing strategies to drive business growth, improve operational efficiency, and enhance customer satisfaction. As a key leader, you will make strategic decisions that impact our customers' experiences and drive business results.

Key Responsibilities:
  • Develop and execute business development strategies to drive growth and improve operational efficiency.
  • Analyze operating results to establish objectives and drive solutions.
  • Lead teams to drive innovation and enhance customer satisfaction.
  • Communicate effectively with customers to understand service needs and problems.
Leadership Requirements:
  • Engage in open communication, connect with team members to develop mutual trust.
  • Foster a culture of continuous learning and development.
Requirements:
  • Bachelor's Degree in Business Administration, Finance, or equivalent work experience.
  • 10+ years of Contact Center Operations experience.
  • 5+ years working in/with a BPO in a leadership capacity.
  • Deep understanding of contact center operations and how to achieve key performance metrics.
  • Advanced proficiency with Workforce Management Operations and platforms.
  • Ability to travel domestically and internationally up to 50%.