Onsite Call Center Supervisor

About the role

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.

Responsibilities

• 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; work on improving own knowledge, skills, and abilities; 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; assist team members in discovering their total vocation and support their growth; create a positive learning environment, providing regular feedback and facilitating ongoing skill development; prioritize integrity, nurture individual growth, treat others with respect, uphold ethical standards, and comply with applicable laws.
• Manager: Ensure responsibilities are met and deliver results; attend client and internal KPIs (attendance, attrition); assist Quality Assurance Review (QAR) in Root Cause Analysis (RCA) and participate in QAR‑initiated improvement activities; analyze workflows to identify improvement areas, streamline processes for efficiency and customer satisfaction; uphold Qualfon standards by monitoring interactions, ensuring script adherence, and providing constructive feedback; regularly update and maintain coaching scorecards; prioritize results and teamwork, managing resources to reach profitability targets.
• Messenger: Represent Qualfon professionally and foster a positive environment; communicate clearly across all channels and platforms; conduct regular team meetings and huddles for center updates; provide timely KPI updates and coaching logs; promote transparent communication between agents, management, and other departments, addressing concerns and fostering collaboration; represent team’s needs and successes to senior management; prioritize constant encouragement and active listening, executing mission‑driven communication, positive problem‑solving, clear expression, and empathetic listening.

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.