supervisor, operations

2 days ago


Cebu City, Central Visayas, Philippines Qualfon Full time
Job Title: Contact Center Supervisor
Company: Qualfon
Job Summary

Lead a Team of Dedicated Contact Center Associates

As a Contact Center Supervisor at Qualfon, you will be responsible for leading a team of dedicated contact center associates, ensuring the best performance, employee engagement and development, and client satisfaction. This role requires a strong leader who can mentor, manage, and communicate effectively.

Dimensions of Leadership
Mentor

Help Others Succeed

  • Provide ongoing coaching and guidance to contact center agents for excellence.
  • Comply with coaching, quality performance metrics, and performance improvement plan policies and procedures.
  • Assist team members in discovering their total vocation and support their growth.
  • Create a positive learning environment, providing regular feedback and facilitating ongoing skill development.
Manager

Deliver Results and Meet Responsibilities

  • Attend to client key performance indicators and internal KPIs, such as attendance and attrition.
  • Assist quality assurance review in conducting root cause analysis and participate in activities initiated by QAR for team performance improvement.
  • Analyze workflows to identify areas for improvement, streamlining processes to enhance efficiency and customer satisfaction.
  • Uphold Qualfon standards by monitoring interactions, ensuring adherence to scripts and providing constructive feedback to agents.
Messenger

Represent Qualfon Professionally

  • Communicate clearly across all channels and platforms.
  • Conduct regular team meetings and huddles for center updates.
  • Provide timely KPI updates and coaching logs.
  • Promote transparent communication between agents, management, and other departments, addressing concerns and fostering collaboration.
  • Represent your team's needs and successes to senior management.
Area of Expertise (Skills)

Minimum Requirements

  • High School Diploma (required); college degree or some college coursework (preferred).
  • Excellent communication skills, both written and verbal.
  • Proficiency in computer literacy.
  • Analytical and logical thinking abilities.
  • Strong planning and organizational skills.
  • At least 1 year (2 years preferred) of team leadership experience in a contact center setting, or completion of Qualfon Supervisor certification and On-The-Job-Training.
Other Skills and Experiences
Education
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