Qualfon Data Services Group, LLC

SUPERVISOR, OPERATIONS

ID 2026-51524
Category
Customer Service/Support
Location : Address
1F, 5-7F, 9-12F, & 14-15F Skyrise Building. 3, IT Park, Apas, Cebu City, (Capital), Cebu
Posting Location : City
Cebu
Posting Location : Country
PH
Location : Postal Code
6000
Position Type
Full-Time
Remote
No

Overview

Role: Supervisor, Operation

Mission

 

As a Contact Center Supervisor at Qualfon, you lead a team of dedicated contact center associates, ensuring top performance, strong engagement, effective development, and excellent client satisfaction.
The role spans three leadership dimensions: Mentor, Manager, and Messenger, upholding the STRIDES values (Service, Teamwork, Results, Integrity, Dignity, Encouragement, Spirituality) and the four agreements: Keep Commitments, Add Value, Move Fast, Spend Wisely.

Responsibilities

Dimensions of Leadership

1. Mentor – Support People to Reach Their Full Potential

  • Provide ongoing coaching and guidance to agents.
  • Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) procedures.
  • Help team members discover their full vocation and support their growth.
  • Create a positive learning environment with regular feedback and continuous skill development.
  • Model integrity, respect, ethical standards, and compliance with laws in all operating regions.

2. Manager – Deliver Results and Meet Responsibilities

Client and Internal KPI Management

  • Meet client KPIs and internal KPIs (Attendance, Attrition, etc.).
  • Assist Quality Assurance Review (QAR) with Root Cause Analysis (RCA) and participate in improvement initiatives.
  • Analyze workflows to identify improvement opportunities and streamline processes for efficiency and customer satisfaction.
  • Monitor agent interactions, ensure script adherence, provide constructive feedback, and maintain coaching scorecards.
  • Focus on teamwork, results, and meeting profitability targets.

3. Messenger – Represent Qualfon Professionally

Communication & Team Building

  • Communicate clearly using all channels and platforms.
  • Conduct regular team meetings and huddles.
  • Provide timely updates on KPIs and coaching logs.
  • Promote open communication across agents, leaders, and other departments.
  • Represent team needs and achievements to senior leadership.
  • Practice mission-driven communication, active listening, and positive problem-solving.

Qualifications

Minimum Requirements

  • High School Diploma (required); college coursework or degree (preferred).
  • Excellent written and verbal communication skills.
  • Proficient computer literacy.
  • Strong analytical and logical thinking.
  • Effective planning and organizational skills.
  • At least 1 year (2 years preferred) of contact center team leadership experience, or completion of Qualfon Supervisor certification + OJT.

Skills & Competencies

  • Communication
  • Analytical & Logical Thinking
  • Computer Literacy
  • Keenness to Detail
  • Multi-tasking

Options

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