SUPERVISOR, WORKFORCE

Qualfon


Date: 2 weeks ago
City: Cebu City
Contract type: Full time
Main Objectives and Duties

  • Call Center Roster / QFN Database - Ensures proper scheduling and communicates changes.
  • Client Communication - Coordinates procedures and updates with clients.
  • Performance Monitoring - Oversees Call Management and Workforce Analysts, ensuring accuracy and timely reporting.
  • Real-Time Monitoring & Scheduling - Maintains smooth operations and minimizes client escalations.
  • Real-Time Issue Resolution - Provides immediate solutions to operational concerns.
  • Staffing Analysis - Reviews and analyzes staffing during operations.
  • Trending Activities Evaluation - Identifies attendance and staffing trends to uncover issues.


Qualifications

  • Bachelor’s in computer studies, Engineering, Statistics, or Mathematics or 2+ years of related experience in the call center industry
  • Six Sigma certification (desired)


Skills

  • Program Management
  • Forecasting
  • Analytical & Logical Thinking
  • Workforce Management
  • Data Management

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