Operations Supervisor

At Iqor, we're looking for motivated and experienced Supervisor to join our growing team. Collections/Retention/Telesales experience is preferred but not mandatory — if you have a strong leadership background and a customer-oriented mindset, we'd love to hear from you.

About Iqor

iQor CXBPO™ is a trusted partner in intelligent customer experience solutions for global brands and a portfolio company of Mill Point Capital. With 45,000 employees across 11 countries, iQor combines three decades of expertise with AI-driven innovation to optimize performance across the entire customer lifecycle

About the Role

Operations supervisor will be responsible for leading a team of customer service representatives experienced in Collections/Retention/Telesales , driving performance, coaching, and supporting their professional development.

Key Responsibilities

• Facilitate and assist the team through individual coaching sessions and team meetings
• Monitor daily performance and implement improvement plans when needed
• Ensure compliance with internal policies and procedures
• Oversee team attendance and administrative matters
• Enhance the customer experience and ensure satisfaction
• Handle complex calls when required
• Prepare reports on team performance and key metrics
• Provide extra support for underperforming team members

Qualifications

• Minimum 1 year of experience as a supervisor.
• Must have experience in Collections or Retention.
• Excellent English communication skills, written and spoken
• Proficiency in MS Office tools
• Strong leadership, analytical, and problem-solving abilities
• Customer-oriented mindset and ability to manage stress and conflicts