Qualfon Data Services Group, LLC

SUPERVISOR, CUSTOMER EXPERIENCE BACK OFFICE

ID 2026-112646
Category
Customer Service/Support
Address
Avenida Insurgentes Sur Numero 64, Colonia Juarez, Alcadia Cuauhttemoc, Yodigo Postal 06600 en la Ciudad de Mexico
City
Mexico-Yama
Country
MX
Postal Code
06600
Position Type
Full-Time
Remote
No

Responsibilities

Mission

As a Contact Center Supervisor at Qualfon, you will lead a team of dedicated contact center associates, ensuring strong performance, employee engagement and development, and client satisfaction.

This role spans three critical dimensions of leadership: Mentor, Manager, and Messenger, while upholding Qualfon’s STRIDES values:

  • Service
  • Teamwork
  • Results
  • Integrity
  • Dignity
  • Encouragement
  • Spirituality

You are also expected to demonstrate the Four Agreements at Qualfon:

  • Keep Commitments
  • Add Value
  • Move Fast
  • Spend Wisely

Dimensions of Leadership

1. Mentor

Help others succeed in their personal and company goals.

  • Know and understand each team member and ensure they are supported in reaching their full potential
  • Continuously improve personal knowledge, skills, and abilities

Coaching and Development

  • Provide ongoing coaching and guidance to contact center agents
  • Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) policies
  • Support team members in discovering their total vocation and personal growth
  • Create a positive learning environment through regular feedback and skills development

Qualfon Mission Leaders as Mentors prioritize integrity, respect, ethical standards, and compliance with applicable laws and regulations.

2. Manager

Ensure responsibilities are met and results are delivered.

Client and Internal KPIs

  • Meet client and internal KPIs, including Attendance and Attrition
  • Assist Quality Assurance Review (QAR) in conducting Root Cause Analysis (RCA)
  • Participate in QAR-led improvement initiatives
  • Analyze workflows to identify improvement opportunities and streamline processes
  • Monitor agent interactions for adherence to scripts and standards
  • Provide constructive feedback and maintain coaching scorecards

Qualfon Mission Leaders as Managers prioritize results, teamwork, and effective resource management to meet profitability targets.

3. Messenger

Represent Qualfon professionally and foster a positive work environment.

Communication and Team Building

  • Communicate clearly across all channels and platforms
  • Conduct regular team meetings and huddles
  • Provide timely KPI updates and coaching logs
  • Promote transparent communication between agents, management, and departments
  • Represent team needs and achievements to senior management

Qualfon Mission Leaders as Messengers prioritize encouragement, active listening, mission-driven communication, and empathetic engagement.

 

Qualifications

Minimum Requirements

  • High School Diploma (required)
  • College degree or some college coursework (preferred)
  • Excellent written and verbal communication skills
  • Computer literacy
  • Strong analytical and logical thinking skills
  • Planning and organizational skills
  • At least 1 year (2 years preferred) of team leadership experience in a contact center
    • OR completion of Qualfon Supervisor Certification and On-the-Job Training

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