Qualfon SUPERVISOR, OPERATIONS in Orangeburg, South Carolina
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The operations Supervisor reports directly to the Operations Manager.
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 timeTeam 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 ProfileCenter 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
Area of expertise (Skills)
At least 1 year experience in team leadership in a Call Center setting or other related work.
Other Skills and Experiences (Min)
Six Sigma Certified (preferrably)
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