Philippines
Usted podría ser el solicitante perfecto para este trabajo. Lea toda la información asociada y asegúrese de presentar su candidatura.
MCI is a fast‑growing tech‑enabled business services company providing Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud solutions across a broad range of industries. Our contact centers operate both onsite and remotely, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs.
We are looking for a results‑driven
Contact Center Operations Supervisor
to lead a team of agents in a dynamic BPO environment. The role involves managing day‑to‑day operations, driving performance, and ensuring service excellence across client campaigns.
Key Responsibilities
Supervise and support contact center agents to meet performance targets and client SLAs.
Monitor real‑time operations, manage schedules, and ensure adherence to workforce plans.
Provide coaching, feedback, and performance evaluations to drive continuous improvement.
Handle escalated customer issues and ensure timely resolution.
Collaborate with QA, Training, and Workforce teams to align goals and improve service delivery.
Analyze performance reports and implement action plans to address gaps.
Foster a positive, high‑performance team culture focused on customer satisfaction.
Ideal Candidates
Diploma or degree in Business, Communications, or a related field (preferred).
2+ years of supervisory experience in a BPO or contact center.
Strong leadership, coaching, and communication skills.
Solid understanding of contact center KPIs, tools, and technologies.
Proficiency in Microsoft Office and CRM/contact center platforms.
Ability to work flexible shifts, including weekends and holidays.
Locations
Must be authorized to work in the country where the job is based.
Background & Eligibility
Willingness to submit up to a Level II background and/or security investigation with a fingerprint.
Willingness to submit to drug screening (not applicable in Canada).
Job offers contingent on background/screening results.
Compensation & Benefits
Competitive starting compensation based on experience.
HMO coverage with dependent benefits.
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.
Recognition gifts and in‑office rewards.
EEO & Disability Policy
MCI embraces differences and maintains a work environment free from discrimination. Employment is based solely on merit and qualifications. MCI does not discriminate against any employee or applicant based on age, ancestry, color, disability, gender identity, genetic information, marital status, national origin, or any other protected characteristic. xhfqzwm MCI provides reasonable accommodations for qualified individuals with disabilities, consistent with the Americans with Disabilities Act (ADA), unless such accommodations would impose undue hardship.
#J-18808-Ljbffr