SUPERVISOR, operationsQualfon

Job Summary The operations Supervisor reports directly to the Operations Manager. Main Objectives: Team Attendance - Monitors attendance of the customer service representatives - Compares login time on the Avaya with the Biometrix data. - Uses the Job Summary The operations Supervisor reports directly to the Operations Manager. Main Objectives: Team Attendance - Monitors attendance of the customer service representatives - Compares login time on the Avaya with the Biometrix data. - Uses the Biometrix data to monitor tardiness. Balancing of Server - Uses CMS Supervisor tool to generate weekly server assignment for each representative - Balances Miami and Atlanta server for every shift to ensure all calls are catered on time Team Communication and feedback - Reads emails addressed to the department at the beginning of the shift to ensure all necessary communication, updates and issues are addressed on time. Department QFN (Attendance) for the day - Checks and updates attendance template - Records number of absences and the reasons ands sends it to the Senior Manager through email. Manual Logger and Verint Exception Logger - Collates and files reps break schedules based on the data displayed on Verint. - Manually enters acceptable authorized behavior on Verint for exemption. Scorecard - Collates from the main file Scorecard data and transfers it to a One on One form. - Conducts one on one coaching on rep's scorecard twice a month. NTE, DA and Coaching Log - Extracts from the main file a serial number to ensure integrity of the memo/document. - Tenders memos to the representative in accordance to the offense being committed. - Submits memos to the HCD for safekeeping and future reference. Job Profile Center Updates and URECAF - Disseminates updates to the team during the post shift meeting. QA Update, QA score, QA Document and RCA - Discusses updates related to Quality in the absence of the Quality Analyst and ensures disciplinary actions for unacceptable QA scores are served. - Assists QAR in conducting RCA for Miami and internal evaluation. - Participates in the activities initiated by the QAR for the betterment of the Team's Performance. 10 day Planner - Records schedules for rep's one on one coaching and activities that will enhance his performance Area of expertise (Skills) At least 1 year experience in team leadership in a Call Center setting or other related work. Other Skills and Experiences (Min) Six Sigma Certified (preferrably) Education Bachelor Degree
Monster

Manila City, Metro Manila
Permanent
Full-time