• Directly works with the Supervisor(s) to help lead a team of 10-16 associates. Provide floor support, answer questions of the associates adhoc as well as consistent direct coaching both through recorded and live calls for all associates.
• Responsible for managing a small portfolio and maintaining KPI's for that portfolio. Always willing to jump on and make outbound calls manually or on the dialer or take inbound calls to help the team achieve a goal, or when coverage is needed, for example. Assists the management team with initiatives to achieve/exceed metrics.
• Perform quality reviews for team(s) both recorded calls and live calls as well as account activity reviews. A completed entry into sQan and notations in the fly-in are required as well as one on one direct feedback to each agent within 24 hours of completed review. Same day is preferred, however we understand that at times this is not always possible. 4-12 reviews will be required per associate based on title, tenure and requests from management each calendar month.
• Leads as an example for the team with adherence to schedule and codes of conduct.
• Accepts change by demonstrating a positive attitude when change occurs, which is frequent.
• Handle escalation calls and ensure follow through until customer issue is resolved. Responsible for new hire and refresher training for existing staff. Assist with development and implementation of motivational programs that include incentives, contests and team performance programs.
• All other duties as assigned, ad hoc request (example-reporting and projects)

• Experience with the following systems is a plus: QNEX, LiveVox, Zoom, Teams
• Open to new systems training as needed
• Demonstrated ability to lead, coach and develop effective teams.
• Results oriented with ability to manager change while creating a positive environment. Ability to manage multiple priorities in fast-paced environment.
• Excellent oral and written communication skills. Proficiency in Microsoft Office Suite.

• Competitive Pay
• Opportunity for bonuses and raises based upon performance
• Health benefits after 45 days (You will be eligible for iQor’s Benefits as per company policy)
• Paid time off after 90 days
• 401K
• Tuition reimbursement
• Direct Deposit (recommended), Paper Payroll Check, or payroll card available.

iQor is a managed services provider of customer engagement and technology-enabled BPO solutions. With 35,000 employees in 9 countries, we partner with many of the world's best-known brands to deliver aftermarket product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services.Our award-winning technology, logistics, and analytics platforms enable us to measure, monitor, and analyze brand interactions, improve business processes, and find operational efficiencies that lead to superior outcomes for our partners across the customer and product life cycles.