SUPERVISOR, OPERATIONS at Qualfon Philippines Incorporated

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

21 Jun, 26

Salary

0.0

Posted On

23 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Coaching, Performance Improvement Plan, KPI Management, Quality Assurance Review, Root Cause Analysis, Workflow Analysis, Script Adherence, Communication, Team Building, Active Listening, Analytical Thinking, Logical Thinking, Computer Literacy, Planning, Organization, Multi-tasking

Industry

Outsourcing and Offshoring Consulting

Description

Overview Role: Supervisor, Operations Mission As a Contact Center Supervisor at Qualfon, you lead a team of dedicated contact center associates, ensuring top performance, strong engagement, effective development, and excellent client satisfaction.The role spans three leadership dimensions: Mentor, Manager, and Messenger, upholding the STRIDES values (Service, Teamwork, Results, Integrity, Dignity, Encouragement, Spirituality) and the four agreements: Keep Commitments, Add Value, Move Fast, Spend Wisely. Responsibilities Dimensions of Leadership 1. Mentor – Support People to Reach Their Full Potential Provide ongoing coaching and guidance to agents. Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) procedures. Help team members discover their full vocation and support their growth. Create a positive learning environment with regular feedback and continuous skill development. Model integrity, respect, ethical standards, and compliance with laws in all operating regions. 2. Manager – Deliver Results and Meet Responsibilities Client and Internal KPI Management Meet client KPIs and internal KPIs (Attendance, Attrition, etc.). Assist Quality Assurance Review (QAR) with Root Cause Analysis (RCA) and participate in improvement initiatives. Analyze workflows to identify improvement opportunities and streamline processes for efficiency and customer satisfaction. Monitor agent interactions, ensure script adherence, provide constructive feedback, and maintain coaching scorecards. Focus on teamwork, results, and meeting profitability targets. 3. Messenger – Represent Qualfon Professionally Communication & Team Building Communicate clearly using all channels and platforms. Conduct regular team meetings and huddles. Provide timely updates on KPIs and coaching logs. Promote open communication across agents, leaders, and other departments. Represent team needs and achievements to senior leadership. Practice mission-driven communication, active listening, and positive problem-solving. Qualifications Minimum Requirements High School Diploma (required); college coursework or degree (preferred). Excellent written and verbal communication skills. Proficient computer literacy. Strong analytical and logical thinking. Effective planning and organizational skills. At least 1 year (2 years preferred) of contact center team leadership experience, or completion of Qualfon Supervisor certification + OJT. Skills & Competencies Communication Analytical & Logical Thinking Computer Literacy Keenness to Detail Multi-tasking

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Responsibilities

This role involves leading a team of contact center associates by mentoring them to reach their full potential through coaching and development, while also managing client and internal Key Performance Indicators (KPIs) to ensure results are delivered.