supervisor, operations

2 days ago

Cagayan de Oro, Northern Mindanao, Philippines Qualfon Full time ₱1,200,000 - ₱2,400,000 per year
Overview
Role: Supervisor, Operations
Mission:

As a Contact Center Supervisor at Qualfon, you will lead a team of dedicated contact center associates, ensuring optimal performance, employee engagement and development, and client satisfaction. This role spans three critical dimensions:

  • Mentor
  • Manager
  • Messenger

You will uphold the STRIDES values:

  • Service
  • Teamwork
  • Results
  • Integrity
  • Dignity
  • Encouragement
  • Spirituality

And demonstrate by example the Four Agreements at Qualfon:

  • Keep Commitments
  • Add Value
  • Move Fast
  • Spend Wisely
Responsibilities
Dimensions of Leadership:
1. Mentor – Help others succeed
  • Know and understand each team member.
  • Support individuals to reach their full potential.
  • Improve personal knowledge, skills, and abilities.

Coaching and Development:

  • Provide ongoing coaching and guidance.
  • Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) policies.
  • Assist team members in discovering their vocation and support growth.
  • Create a positive learning environment with regular feedback and skill development.

Mission Leaders as Mentors prioritize integrity, nurture growth, respect others, and uphold ethical standards.

2. Manager – Deliver results
  • Ensure responsibilities are met and results delivered.

Client and Internal KPIs:

  • Meet client KPIs and internal metrics (e.g., Attendance, Attrition).
  • Assist Quality Assurance Review (QAR) with Root Cause Analysis (RCA).
  • Participate in QAR initiatives to improve team performance.
  • Analyze workflows for efficiency and customer satisfaction.
  • Monitor interactions, ensure script adherence, and provide feedback.
  • Maintain coaching scorecards.

Mission Leaders as Managers prioritize results and teamwork, managing resources to meet profitability targets.

3. Messenger – Represent Qualfon professionally
  • Create a positive environment.

Communication and Team Building:

  • Communicate clearly across channels.
  • Conduct regular team meetings and huddles.
  • Provide timely KPI updates and coaching logs.
  • Promote transparent communication across teams and departments.
  • Represent team needs and successes to senior management.

Mission Leaders as Messengers prioritize encouragement and active listening, using mission-driven communication and empathetic problem-solving.

Qualifications
Minimum Requirements:
  • High School Diploma (required); college degree or coursework (preferred).
  • Excellent written and verbal communication skills.
  • Computer literacy.
  • Analytical and logical thinking.
  • Strong planning and organizational skills.
  • At least 1 year (2 years preferred) of team leadership experience in a contact center, or completion of Qualfon Supervisor certification and On-The-Job Training.
Area of Expertise (Skills):
  • Communication
  • Analytical & Logical Thinking
  • Computer Literacy
  • Attention to Detail
  • Multi-Tasking

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