What are the responsibilities and job description for the Operations Supervisor position at Qualfon?
This role is a unique opportunity for a Call Center Operations Supervisor to lead a team of advocates and contribute to the success of Qualfon's mission. The ideal candidate will possess exceptional leadership skills, a strong customer service background, and the ability to drive results in a fast-paced call center environment.
Key Responsibilities
- Team Management: Manage team schedules, conduct one-on-ones with advocates, address staffing issues, and manage ADP and timecards.
- Customer Support Oversight: Handle escalated customer calls, monitor advocate interactions, and collaborate with advocates to find solutions.
- Data Analysis and Reporting: Analyze call center performance data, generate reports, and identify areas for improvement.
Main Objectives
- Team Performance: Oversee team performance, provide feedback, and implement performance improvement plans.
- Efficiency and Accuracy: Ensure efficient call center operations, minimize hold times, and optimize resource allocation.
- Team Collaboration: Promote collaboration among advocates, foster knowledge sharing, and encourage open communication.
Requirements
- Customer Service Background: Minimum 5 years of customer service experience, 2 years of call center supervisory experience.
- Team Leadership: Supervise and lead a team of call center advocates, provide guidance, support, and training.
- Product Knowledge: Develop and maintain deep understanding of products and services, convey complex information to advocates and customers.
About Qualfon
Qualfon is an equal opportunity employer, committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sex, national origin, age, disability, or any other characteristic protected by applicable law.
