Operations Manager

Job Summary:

Responsible for creating, structuring, and managing call center partnerships within iQor. This position is an opportunity to work in a highly collaborative environment with professionals from different backgrounds focused on creating a new business model. This venture is unusual in the industry, and so the person will need to be energetic, creative and entrepreneurial, and a good communicator and collaborator.

Responsibilities:

• Leads iQor search to select new call center partners when necessary
• Negotiates pricing with call centers.
• Continually investigates creative methods to reduce costs.
• Manages information flow to and from the call center.
• Decides on most important KPIs and metrics to track call center on.
• Monitors call center performance.
• Communicates with and presents to large and small groups working on this venture.
• Works collaboratively with other initiative leads. (i.e. IT, sales).
• Performs other duties as assigned.

Skills Requirements:

• 5-8 years of experience.
• Strong understanding of lean processes and analytical capability.
• 2 or more years of working in call center management/operations or managing call center relationship at a customer.
• Experience with intelligent call center solutions, or integrating call center data with other services in reverse logistics, is highly preferred.

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business or related field preferred.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.