Contact Center Operations Supervisor

About the role

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

Responsibilities

• Supervise and support a team of 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 on 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.

Requirements

• Diploma or degree in Business, Communications, or a related field (preferred).
• 2+ years of experience in a supervisory role within 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 or holidays.

Qualifications

• Highly motivated and dedicated.
• Possess the qualities mentioned in the "WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?" section.

Skills

• Leadership
• Coaching
• Communication
• Understanding of contact center KPIs, tools, and technologies
• Microsoft Office proficiency
• Flexibility to work flexible shifts

Benefits

Compensation and benefits packages are competitive and designed 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. These include health benefits, retirement savings programs, disability insurance, life insurance, and paid training. Additionally, we offer a casual dress code, PTO, and incentives like cash bonuses and prizes.

Pay

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. Details on pay and benefits can be found in the "Benefits" section.

Schedule

The job operates in a professional office environment. Employees will sit/stand for long periods while using a computer and telephone headset. They may occasionally move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. All MCI Locations Must be authorized to work in the country where the job is based. Subject to the program and location of the position.