Onsite Call Center Supervisor

Qualfon • Casselberry, FL

1d • 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees