SUPERVISOR, OPERATIONS

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