Position
Full‑Time
Experienced Operations Supervisor to lead a team of agents across BPO campaigns. Responsible for performance management, coaching and ensuring operational excellence.
Key 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 and Desired Stack
- 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 and Travel
- Must be authorized to work in the country where the job is based.
Background and Security
- Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers contingent on background/security results.
- Must be willing to submit to drug screening. Job offers contingent on drug screening results (does not apply in Canada).
Compensation and Benefits
Competitive compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
- Health, dental and vision coverage.
- Performance and loyalty bonuses.
- Allowances for rice, clothing, laundry and meals.
- Frequent disinfection, fogging of workplace.
- Employee shuttle services, company retreats and off‑site events.
- Opportunities for growth and promotion.
- Free meal during training.
Physical Job Requirements
This job operates in a professional office environment. The employee will be largely sedentary, required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. Occasionally, the employee may be required to move around the office, reach in any direction, raise or lower objects, and move objects up to forty (40) pounds.
EEO Statement
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.
MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
Disclaimer
The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
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