RoleSupervisor, Operations
Mission
As a Contact Center Supervisor at Qualfon, you lead a team of dedicated contact center associates, ensuring top performance, strong engagement, effective development, and excellent client satisfaction.
The role spans
three leadership dimensionsMentor,
Manager, and
Messenger, upholding the STRIDES values (Service, Teamwork, Results, Integrity, Dignity, Encouragement, Spirituality) and the four agreements
Keep Commitments, Add Value, Move Fast, Spend Wisely.
Dimensions of Leadership
- Mentor - Support People to Reach Their Full Potential
- Provide ongoing coaching and guidance to agents.
- Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) procedures.
- Help team members discover their full vocation and support their growth.
- Create a positive learning environment with regular feedback and continuous skill development.
- Model integrity, respect, ethical standards, and compliance with laws in all operating regions.
- Manager - Deliver Results and Meet Responsibilities
Client and Internal KPI Management
- Meet client KPIs and internal KPIs (Attendance, Attrition, etc.).
- Assist Quality Assurance Review (QAR) with Root Cause Analysis (RCA) and participate in improvement initiatives.
- Analyze workflows to identify improvement opportunities and streamline processes for efficiency and customer satisfaction.
- Monitor agent interactions, ensure script adherence, provide constructive feedback, and maintain coaching scorecards.
- Focus on teamwork, results, and meeting profitability targets.
- Messenger - Represent Qualfon Professionally
Communication & Team Building
- Communicate clearly using all channels and platforms.
- Conduct regular team meetings and huddles.
- Provide timely updates on KPIs and coaching logs.
- Promote open communication across agents, leaders, and other departments.
- Represent team needs and achievements to senior leadership.
- Practice mission-driven communication, active listening, and positive problem-solving.
Minimum Requirements
- High School Diploma (required); college coursework or degree (preferred).
- Excellent written and verbal communication skills.
- Proficient computer literacy.
- Strong analytical and logical thinking.
- Effective planning and organizational skills.
- At least 1 year (2 years preferred) of contact center team leadership experience, or completion of Qualfon Supervisor certification + OJT.
Skills & Competencies
- Communication
- Analytical & Logical Thinking
- Computer Literacy
- Keenness to Detail
- Multi-tasking
