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
- Flexibility to work flexible shifts
Benefits
We offer a variety of benefits and incentives to support and reward our team members, including:
- Comprehensive medical, dental, and vision coverage
- Paid Time Off
- Incentives & Rewards
- Retirement Savings
- Disability Insurance
- Life Insurance
- Accident and critical illness insurance
- Career Growth Opportunities
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
Pay
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Schedule
The job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to 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.