Operations Supervisor

Full Time
EXPIRES 30 Aug, 2020

Job Location

Providence, East Demarara, Guyana

Description

As a QA Supervisor member at Qualfon, you will be in-charge of the center’s overall performance
on Quality metric, Responsible of designing QA strategy along with SOM/OM and Account Managers,
Creating the site QA strategy and action plan for all skills and groups. Also, Identifying and
communicating the trending and creating remedial plans, etcetera.

 

Requirements

  • At least 6 months of Call center experience
  • Experience in team leadership in a Call Center setting or other related work.

Responsibilities

Main Objectives: 

Team Attendance
○ Monitors attendance of the customer service representatives
○ Compares login time on the Avaya with the Biometrix data.
○ Uses the Biometrix data to monitor tardiness.
Balancing of Server
○ Uses CMS Supervisor tool to generate weekly server assignment for each representative
○ Balances Miami and Atlanta server for every shift to ensure all calls are catered on time
Team Communication and feedback
○ Reads emails addressed to the department at the beginning of the shift to ensure all necessary communication, updates and issues are addressed on time.
Department QFN (Attendance) for the day
○ Checks and updates attendance template
○ Records number of absences and the reasons ands sends it to the Senior Manager through email.
Manual Logger and Verint Exception Logger
○ Collates and files reps break schedules based on the data displayed on Verint.
○ Manually enters acceptable authorized behavior on Verint for exemption.
Scorecard
○ Collates from the main file Scorecard data and transfers it to a One on One form.
○ Conducts one on one coaching on rep’s scorecard twice a month.
NTE, DA and Coaching Log
○ Extracts from the main file a serial number to ensure integrity of the memo/document.
○ Tenders memos to the representative in accordance to the offense being committed.
○ Submits memos to the HCD for safekeeping and future reference.
Job Profile
Center Updates and URECAF
○ Disseminates updates to the team during the post shift meeting.
QA Update, QA score, QA Document and RCA
○ Discusses updates related to Quality in the absence of the Quality Analyst and ensures disciplinary actions for unacceptable QA scores are served.
○ Assists QAR in conducting RCA for Miami and internal evaluation.
○ Participates in the activities initiated by the QAR for the betterment of the Team’s Performance.
10 day Planner
○ Records schedules for rep’s one on one coaching and activities that will enhance his performance

Apply now

Pleas sent your resume to maida.bojorquez@qualfon.com with the subjet: Supervisor

Apply Online
You may alternatively apply for this job online with your SkilledGuyanese profile.
Your application will be emailed to the employer immediately.
Then, the employer will be able to view your application on our website.

A JOB BY

Qualfon



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