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

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.

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