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.
• Passionate about leadership.

Skills

• Leadership
• Coaching
• Communication
• Understanding of contact center KPIs, tools, and technologies
• Microsoft Office proficiency
• Flexible scheduling ability

Benefits

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, a fun, engaging work environment, and a range of incentives and rewards, including contests and bonuses.

Pay

Compensation is competitive and is based on experience. Details will be provided during the interview process.

Schedule

The role operates in a professional office environment. Employees will be required to sit/stand for long periods while using a computer and telephone headset. Occasional movement about the office and lifting up to forty (40) pounds may be required.

What You Can Expect from MCI

• Comprehensive medical, dental, and vision coverage after 60 days of employment.
• Access to MEC medical plans after just 30 days.
• Short-term disability coverage.
• Comprehensive retirement savings programs.
• Accident and critical illness insurance.
• Significant advancement opportunities.
• Training and development programs.
• A supportive and inclusive work environment.
• A casual dress code.

Job Offers

Job offers are contingent on background/security investigation results and drug screening. Applicants must be authorized to work in the country where the job is based and willing to submit to a LEVEL II background and/or security investigation with a fingerprint.