Supervisor Operations

Mission

Overview

As a Contact Center Supervisor at Qualfon, you will lead a team of dedicated contact center associates, ensuring optimal performance, employee engagement and development, and client satisfaction. This role spans three critical dimensions:

Role: Supervisor, Operations

Mission

Role

As a Contact Center Supervisor at Qualfon, you will lead a team of dedicated contact center associates, ensuring optimal performance, employee engagement and development, and client satisfaction. This role spans three critical dimensions:

You Will Uphold TheSTRIDESvalues

Service

Teamwork

Results

Integrity

Dignity

Encouragement

Spirituality

And Demonstrate By Example TheFour Agreementsat Qualfon

Keep Commitments

Add Value

Move Fast

Spend Wisely

Responsibilities

Dimensions of Leadership:

Mentor – Help others succeed

Messenger – Represent Qualfon professionally

Know and understand each team member.

Support individuals to reach their full potential.

Coaching And Development

Improve Personal Knowledge, Skills, And Abilities.

Provide ongoing coaching and guidance.

Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) policies.

Assist team members in discovering their vocation and support growth.

Create a positive learning environment with regular feedback and skill development.

Mission Leaders as Mentors prioritize integrity, nurture growth, respect others, and uphold ethical standards.

Client And Internal KPIs

Meet client KPIs and internal metrics (e.g., Attendance, Attrition).

Assist Quality Assurance Review (QAR) with Root Cause Analysis (RCA).

Participate in QAR initiatives to improve team performance.

Analyze workflows for efficiency and customer satisfaction.

Monitor interactions, ensure script adherence, and provide feedback.

Maintain coaching scorecards.

Mission Leaders as Managers prioritize results and teamwork, managing resources to meet profitability targets.

Communication And Team Building

Communicate clearly across channels.

Conduct regular team meetings and huddles.

Provide timely KPI updates and coaching logs.

Promote transparent communication across teams and departments.

Represent team needs and successes to senior management.

Mission Leaders as Messengers prioritize encouragement and active listening, using mission-driven communication and empathetic problem-solving.

Qualifications

Minimum Requirements:

High School Diploma (required); college degree or coursework (preferred).

Excellent written and verbal communication skills.

Computer literacy.

Analytical and logical thinking.

Strong planning and organizational skills.

At least 1 year (2 years preferred) of team leadership experience in a contact center, or completion of Qualfon Supervisor certification and On-The-Job Training.

Area Of Expertise (Skills)

Communication

Analytical & Logical Thinking

Computer Literacy

Attention to Detail

Multi-Tasking