Onsite Call Center Supervisor
Qualfon•Casselberry, FL
•Onsite
About The Position
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.
Requirements
- High School Diploma (required)
- 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.
Nice To Haves
- college degree or some college coursework (preferred)
Responsibilities
- 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.
- Attend to client Key Performance Indicators (KPIs) and internal KPIs, such as Attendance and Attrition.
- Assist Quality Assurance Review (QAR) in conducting Root Cause Analysis (RCA) and participates in the activities initiated by QAR for the improvement of the team’s performance.
- Analyze workflows to identify areas for improvement, streamlining processes to enhance efficiency and customer satisfaction.
- Uphold Qualfon standards by monitoring interactions, ensuring adherence to scripts and providing constructive feedback to the agents.
- Regularly update and maintain coaching scorecards.
- 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 your team's needs and successes to senior management.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
