SUPERVISOR, WORKFORCE
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
Qualfon is a global provider of contact center, back-office, and business process outsourcing (BPO) services. We offer a full suite of customer lifecycle services including sales, customer care, technical support, and retention programs, and we are experienced at operating large client programs across multiple geographies. Qualfon also supports a variety of communication channels including voice, chat, email, IVR, social media and blogs. Qualfon is the largest private employer in Guyana and we offer numerous benefits to our employees, such as: Industry Leading Training Facilities, Large Indoor Cafeteria, Career Opportunities, Education (Qualfon University merged with The University of Guyana), Qualfon Foundation & Community Outreach programs, Milk Subsidy Program for all mothers, Fun Clubs (Dance classes, Spanish classes, cooking classes, Mandarin Classes, etc), Employee Benefits Program with leading vendors in Guyana, Performance Incentive Programs (earn more money), Weekly & Monthly giveaways, and the list goes on... Join us today and indulge in the benefits of working with a Global Company.