MCI is a leading tech‑enabled business services company focused on customer experience solutions.
We are looking for an Experienced Operations Supervisor who will lead a team of agents in delivering exceptional service across BPO campaigns. This role involves performance management, coaching, and ensuring operational excellence.
Responsibilities
* Supervise daily operations and ensure adherence to KPIs and SLAs.
* Monitor agent performance and provide regular coaching and feedback.
* Manage schedules, attendance, and real‑time adherence.
* Handle escalated customer issues and ensure timely resolution.
* Collaborate with QA and Training to support agent development.
* Analyze performance reports and implement improvement strategies.
* Foster a positive, high‑performance team culture.
Qualifications
* Associate Degree, certification, or equivalent combination of training and experience.
* Minimum 3 years of experience in a supervisory role in a BPO contact center.
* Strong leadership, communication, and problem‑solving skills.
* Proficiency in contact center tools, CRM systems, and reporting platforms.
* Ability to manage performance in a fast‑paced environment.
Location & Requirements
* Must be authorized to work in the country where the job is based.
* Willingness to submit to a Level II background and/or security investigation with a fingerprint.
* Willingness to submit to drug screening (does not apply in Canada).
Benefits
We offer a competitive compensation package along with health, dental, and vision coverage, paid time off, performance and loyalty bonuses, and opportunities for career growth.
Equal Employment Opportunity
MCI embraces diversity and employs a strict anti‑discrimination policy. Applicants and employees are selected solely on merit and qualifications, with full compliance to the Americans with Disabilities Act and other applicable laws. All positions enjoy a work environment free from discrimination and provide reasonable accommodations for qualified individuals with disabilities.
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