Onsite Call Center Supervisor

Mission

As a Contact Center Supervisor at Qualfon, you will lead a team of dedicated contact center associates, ensuring the best performance, employee engagement and development, and client satisfaction. This role spans three critical dimensions: Mentor, Manager, and Messenger, upholding the STRIDES values of Service, Teamwork, Results, Integrity, Dignity, Encouragement, and Spirituality, and demonstrating by example the four agreements at Qualfon to Keep-Commitments, Add-Value, Move-Fast, and Spend-Wisely.

Dimensions of Leadership

• Mentor
• Help others succeed in their personal and company goals.
• Know and understand each team member and ensure that all persons are supported to reach their full potential.
• Works on improving his/her own knowledge, skills, and abilities.
• Coaching and Development
• Provide ongoing coaching and guidance to contact center agents for excellence.
• Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) policies and procedures.
• Aid team members in discovering their total vocation and support their growth.
• Create a positive learning environment, providing regular feedback and facilitating ongoing skill development.

Qualifications

• High School Diploma (required); college degree or some college coursework (preferred).
• Excellent communication skills, both written and verbal.
• 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.