SUPERVISOR, operationsQualfon

Overview:Role: Supervisor, OperationsMission: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
Qualfon

Cagayan de Oro City, Misamis Oriental
Permanent
Full-time