SUPERVISOR, OPERATIONS

Qualfon


Date: 2 weeks ago
City: Cebu City
Contract type: Full time
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

  • 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.

  • 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.

  • 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

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