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 and coaching skills.
• Understanding of contact center KPIs, tools, and technologies.
• Microsoft Office proficiency.
• CRM/contact center platform proficiency.
• Flexible shift scheduling ability.

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.

Pay

Starting compensation is based on experience.

Schedule

Flexible shifts, including weekends or holidays.

Company Information

MCI is a holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.