MCI is a leading tech‑enabled business services company focused on customer experience solutions.
Si le interesa solicitar este empleo, por favor, asegúrese de cumplir los siguientes requisitos que se enumeran a continuación.
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. xhfqzwm All positions enjoy a work environment free from discrimination and provide reasonable accommodations for qualified individuals with disabilities.
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