Role: Supervisor, Operations

Mission:

As a Contact Center Supervisor at Qualfon, you will lead a team of dedicated contact center associates, ensuring:

• Best performance
• Employee engagement and development
• Client satisfaction

This role spans three critical dimensions:

• Mentor
• Manager
• Messenger

You are expected to uphold the STRIDES values:

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

And demonstrate the Four Agreements at Qualfon:

• Keep Commitments
• Add Value
• Move Fast
• Spend Wisely

Dimensions of Leadership:

1. Mentor – Help others succeed

• Coaching and Development:
  • Provide ongoing coaching and guidance to agents
  • Comply with Coaching, QPM, and PIP policies
  • Support team members in discovering their vocation
  • Create a positive learning environment with regular feedback

Mission Leaders as Mentors prioritize integrity, respect, and ethical standards.

2. Manager – Deliver results

• Client and Internal KPIs:
  • Meet client KPIs and internal metrics (e.g., Attendance, Attrition)
  • Assist in Root Cause Analysis and QAR activities
  • Analyze workflows for efficiency and satisfaction
  • Monitor interactions and provide feedback
  • Maintain coaching scorecards

Mission Leaders as Managers prioritize results and teamwork.

3. Messenger – Represent Qualfon professionally

• Communication and Team Building:
  • Communicate clearly across platforms
  • Conduct team meetings and huddles
  • Provide timely KPI updates and coaching logs
  • Promote transparent communication and collaboration
  • Represent team needs and successes to senior management

Mission Leaders as Messengers prioritize encouragement and empathetic listening.

Minimum Requirements:

• High School Diploma (required); college coursework or degree (preferred)
• Excellent written and verbal communication
• Computer literacy
• Analytical and logical thinking
• Strong planning and organizational skills
• At least 1 year (2 years preferred) of team leadership in a contact center or completion of Qualfon Supervisor certification and OJT

Skills and Competencies:

• Communication
• Analytical & Logical Thinking
• Computer Literacy
• Attention to Detail
• Multi-Tasking