supervisor, operations
2 days ago
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 LeadershipMentor
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.
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.
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.
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.
Education
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