Supervisor, customer experience - care

OVERVIEW

Mission

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

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.

1. Manager – Deliver Results and Meet Responsibilities

• 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.

1. Messenger – Represent Qualfon Professionally

• 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

• 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.

• Communication
• Analytical & Logical Thinking
• Computer Literacy
• Keenness to Detail
• Multi-tasking