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.

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.

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