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VOL. 133 | NO. 118 | Wednesday, June 13, 2018

Integrated Model

iQor hiring 100 for Memphis contact center

By Michael Waddell

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With a newly designed call center inside its 570,000-square-foot South Memphis facility, iQor is planning to make 100 new hires by the end of the summer. The global managed services provider is looking to extend the scope of its aftermarket product services in Memphis.

“We’re really excited about having the opportunity to expand inside Memphis and create more jobs,” said Connie Long, iQor vice president of product support operations based in Memphis. “I think we have an incredible group of people in Memphis, and logistically we’re in a great space. Memphis is a great hub.”

IQor manages products like electronics and big-brand items for a variety of leading technology, “internet of things,” connected home and telecom brands. The Memphis facility provides post-sale product support services, like failure analysis testing to repair and refurbishment supply chain management, including kitting and packaging, and sustainable recycling services.

“We’ve very purposely started to put all of the components of the business together under one roof, so when we go to our customers we can offer them an entire supply chain solution,” Long said. “We are truly an integrated facility. It’s an exciting time for us. As we expand and have success with the call center, I think it will really catch fire as the right way to do business. It’s about transparency and reducing all of those transactions.”

Global managed services provider iQor manages products like electronics and big-brand items for a variety of leading technology, “internet of things,” connected home and telecom brands. The company has expanded its South Memphis facility and will be growing its staff over the course of the summer. (Submitted)

The 360-degree model couples data with analytics, enabling iQor to inform its customers as to how, where, when and why products are being returned, as well as how to improve the lifecycle of products and look ahead into a better experience for the customer.

“The integrated service model is really a game changer, especially in a marketplace that is so inundated with ‘big data’ ideas, but really many still don’t know what that means for their business,” said Mike Phillips, iQor’s vice president of customer interaction operations.

Renovations at the facility, which sits between Shelby Drive and Lamar Avenue, have taken place over the past several months.

“For the call center, we wanted to make a space that was inviting for our employees,” Long saif. “We actually cut windows into the side of our facility and put a fair amount of infrastructure in place, with state-of-the-art design, carpet and glass.”

The call center looks out onto the busy production floor.

Future growth, which could involve more robotics, could mean more renovations to the facility.

Since entering the Memphis market in the early 2000s, iQor has grown to 800 employees and is continuing to add to its workforce. (Submitted)

 

“We have definitely already looked at putting in some mezzanines,” Long said. “And we’ve also invested in putting in some green space for our employees in the back court.”

She estimates that next to the building there could be another 40,000 square feet available if the company needs to build an addition in the future.

Since entering the Memphis market in the early 2000s, the company has grown to 800 employees, and its Memphis team consists of employees from more than 27 countries with an average tenure of six years or more. As the company continues to add employees, Long hopes to see more workforce development for the industry in Memphis.

“I would like to see more trades in Memphis around mechanical and electrical engineering. I really think that is a shortcoming of our city,” she said.

Positions available at iQor right now include customer service agents, supervisors and trainers. iQor plant manager Anthony Winters is looking for people with previous customer service/call center experience with the ability to develop rapport and demonstrate a caring attitude.

“Being that iQor-Memphis is an extremely diverse plant with our facility having over 22 different nationalities, the call center addition would be another “layer” to what we promote,” Winters said, “As a result, this spills out into the community and it helps the city promote its citywide initiative of workplace diversity and inclusion.”

The company touts a variety of activities and events for its employees, including a HealthyHere initiative with bimonthly mobile van health screenings so employees can get annual physicals without having to leave or take off work.

Winters expects to have the hires completed in the next 60 days. A special ribbon-cutting event will take place June 20 at the facility.

The Memphis site is iQor’s second integrated services contact center. The company also has an integrated hub at its Central European product support facility in Poland.

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