About the Company
Aumente sus posibilidades de llegar a la fase de entrevista leyendo la descripción completa del puesto y enviando su solicitud sin demora.
MCI is a fast‑growing tech‑enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and cloud technology solutions across multiple industries.
Position
Experienced Call Center Manager – oversee operations, drive performance, and ensure client satisfaction in a high‑volume environment.
Key Responsibilities
*
* Oversee daily operations of the contact center, ensuring KPIs and SLAs are consistently met.
* Lead and mentor supervisors, team leads, and support staff.
* Analyze performance data and implement strategies for improvement.
* Collaborate with clients to align on goals, expectations, and service delivery.
* Manage workforce planning, scheduling, and resource allocation.
* Drive employee engagement, retention, and professional development.
* Ensure compliance with company policies and client requirements.
Qualifications
*
* Bachelor’s degree in Business, Operations, or a related field.
* 5+ years of experience in a contact center, with at least 2 years in a management role.
* Strong leadership, analytical, and communication skills.
* Proficiency in contact center tools, CRM systems, and reporting platforms.
* Experience managing multiple teams or campaigns.
Benefits
*
* HMO Coverage plus dependent coverage.
* Dental Coverage and in‑house dental assistance.
* Free meal during training.
* Career growth and learning opportunities.
* Allowances for rice, clothing, laundry and meals.
* Performance and loyalty bonuses.
* Employee shuttle services.
* Company retreats and off‑site events.
Location & Employment Conditions
*
* Must be authorized to work in the country where the job is based.
* Must be willing to submit up to a Level II background and/or security investigation with a fingerprint (job offers contingent on results).
* Must be willing to submit to drug screening (job offers contingent on results;
not required in Canada).
Duties and Physical Requirements
The employee will be largely sedentary, required to sit/stand for long periods while using a computer and telephone headset;
may need to move aroundthe office, reach, raise or lower objects, move or exert force up to 40 pounds.
EEO Statement
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, customers, and community. All aspects of employment are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, treating employees with dignity and respect. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on 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 protected characteristic. xhfqzwm MCI will provide reasonable accommodation to qualified employees with protected disabilities to the extent required by law. MCI is committed to creating an environment where every employee feels valued and has opportunities for growth.
#J-18808-Ljbffr