SUPERVISOR, WORKFORCE – Qualfon Providence Campus

• Bachelor’s Degree in either Computer Studies, Engineering, Statistics, or Mathematics or at least 2 years related work experience preferably in the Call Center industry
• Six Sigma certification (desired).

Main Objectives and Duties:

1. Call Center Roster / QFN Database
○ Ensures meeting clients requirements in terms of distribution and scheduling
○ Informs everyone concerned of any changes

2. Client communication
○ Initiates constant calibration of procedures with the client
○ Ensures everyone involved is updated with the correct process.

3. Call Management System Analyst And Database Analyst Performance Monitoring
○ Constantly monitors the performance of all Call Management System Analyst and Workforce Analyst
○ Addresses performance concerns specially on accuracy of reports
○ Ensures its on-time delivery

4. Monitoring Operation Flow (Real Time Monitoring And Scheduling)
○ Ensures smooth flow for entire operations, that all correct procedures are being observed
○ Minimizes escalations from the client

5. Real-time Solution to Operation’s Concerns
○ Provides solutions on real-time issues encountered on the operations floor

6. Staffing Analysis
○ Reviews and conducts analysis on the staffing aspect during the operations

7. Trending Activities Evaluation
○ Identifies and reports any trend in attendance and staffed hours while working to uncover underlying issues