SUPERVISOR, OPERATIONS

Qualfon Philippines, Inc.; Misamis Oriental; On-site; PHP 335,000 - 603,000; Full time

Job summary

Qualfon Philippines, Inc. is seeking a Contact Center Supervisor to lead a team of associates, coaching them to achieve high performance, engagement, and client satisfaction.

The role focuses on mentoring, managing KPIs, and representing the team professionally across the organization, while upholding Qualfon values and standards.

Qualifications

• High School Diploma required; college degree preferred.
• Excellent written and verbal communication skills; computer literacy.
• Analytical and logical thinking essential for problem solving.
• Strong planning and organizational skills are expected.
• At least 1 year (2 years preferred) of team leadership in a contact center.

Responsibilities

• Mentor team members to reach their full potential and provide ongoing coaching.
• Manage client KPIs and internal metrics; ensure adherence to scripts and processes.
• Lead regular team meetings, provide KPI updates, and maintain coaching logs.
• Represent the team to senior management and support performance improvement initiatives.

Skills

Communication

Analytical & Logical Thinking

Computer Literacy

Attention to Detail

Multi-Tasking

Education

High School Diploma

Bachelor's degree (preferred)

Job description

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 the STRIDES values:

• Service
• Teamwork
• Results
• Integrity
• Dignity
• Encouragement
• Spirituality

And demonstrate by example the Four Agreements at 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