Operations Manager – Call Center Partnerships

About the role

The Operations Manager will lead the creation, structuring, and management of call‑center partnerships for iQor. This role works in a highly collaborative environment, partnering with IT, sales and other initiative leads to develop an innovative business model. The ideal candidate is energetic, creative, entrepreneurial and an excellent communicator.

Key responsibilities

• Lead the search and selection of new call‑center partners when required.
• Negotiate pricing and contractual terms with call‑center providers.
• Identify and implement creative cost‑reduction methods.
• Manage information flow between iQor and partner call centres.
• Define and track key performance indicators and metrics for call‑center performance.
• Monitor ongoing call‑center performance and report findings.
• Present updates and insights to both large and small stakeholder groups.
• Collaborate with other initiative leads such as IT and sales.
• Perform additional duties as assigned.

Required profile

• 5‑8 years of relevant experience.
• Strong understanding of lean processes and analytical capability.
• At least 2 years managing call‑center operations or relationships.
• Bachelor’s degree required; Business degree preferred.
• Physical ability to lift up to 10 lb occasionally and maintain visual acuity for data analysis.
• Consistent attendance and ability to sit, speak, and type for extended periods.

Required skills