Lead & Elevate: Onsite Call Center Supervisor

Qualfon Philippines; Irving (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

Qualfon is seeking a Contact Center Supervisor to lead a team of contact center associates, drive performance and client satisfaction, and foster employee engagement and development. The role embodies mentorship, management, and effective communication within Qualfon's STRIDES values.

Qualified candidates will have a high school diploma, strong communication, and at least two years of team leadership in a contact center. This is a role focused on coaching, KPI oversight, and process improvement.

Qualifications

• High School Diploma is required; college coursework preferred.
• Excellent written and verbal communication skills.
• Proficiency in computer literacy.
• Analytical and logical thinking abilities; strong planning and organizational skills.
• At least 2 years of team leadership experience in a contact center setting is required.

Responsibilities

• Provide ongoing coaching and guidance to contact center agents for excellence.
• Monitor KPIs and provide coaching logs; participate in QAR activities.
• Analyze workflows to identify areas for improvement and streamline processes.
• Uphold standards by monitoring interactions, ensuring adherence to scripts, and providing feedback.

Skills

Communication

Leadership

Analytical thinking

Planning

Organizational skills

Education

High School Diploma

College coursework preferred

Tools

Computer literacy

Job description

Qualfon is seeking a Contact Center Supervisor to lead a team of contact center associates, drive performance and client satisfaction, and foster employee engagement and development. The role embodies mentorship, management, and effective communication within Qualfon's STRIDES values.

Qualified candidates will have a high school diploma, strong communication, and at least two years of team leadership in a contact center. This is a role focused on coaching, KPI oversight, and process improvement.