SUPERVISOR, OPERATIONS

Qualfon Philippines, Inc.; Cagayan de Oro; Vor Ort; PHP 335.000 - 558.000; Vollzeit

Zusammenfassung

Qualfon Philippines, Inc. is seeking a dedicated Supervisor, Operations to lead a contact center team in delivering top-tier service. You will mentor agents, manage performance, and ensure adherence to quality standards across shifts.

Key focus areas include coaching, KPI oversight, and clear communication with clients and internal teams. The role emphasizes teamwork, integrity, and delivering measurable results in a fast-paced environment.

Qualifikationen

• High School Diploma required; college degree preferred.
• Excellent written and verbal communication skills.
• Computer literacy is essential.
• Analytical and logical thinking abilities are needed.
• 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.

Aufgaben

• Mentor team members to reach their full potential and provide ongoing coaching.
• Deliver results by meeting client KPIs and internal metrics.
• Represent Qualfon professionally and maintain clear, proactive communication across channels.

Kenntnisse

Communication

Analytical & Logical Thinking

Computer Literacy

Attention to Detail

Multi-Tasking

Ausbildung

High School Diploma

Jobbeschreibung

OVERVIEW

Role: Supervisor, Operations

Mission:

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:

• Mentor
• Manager
• Messenger

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:

1. Mentor – Help others succeed

• Know and understand each team member.
• Support individuals to reach their full potential.
• Improve personal knowledge, skills, and abilities.

Coaching and Development:

• 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.

2. Manager – Deliver results

• Ensure responsibilities are met and results delivered.

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.

3. Messenger – Represent Qualfon professionally

• Create a positive environment.

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