Experienced Call 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.
Responsibilities
- Supervise daily operations and ensure adherence to KPIs and SLAs.
- Monitor agent performance and provide regular coaching and feedback.
- Manage schedules, attendance, and real-time adherence.
- Handle escalated customer issues and ensure timely resolution.
- Collaborate with QA and Training to support agent development.
- Analyze performance reports and implement improvement strategies.
- Foster a positive, high-performance team culture.
Requirements
- Associate Degree, Certification or Equivalent Combination of Training and Experience
- Minimum 3 years of experience in a supervisory role in a BPO contact center.
- Strong leadership, communication, and problem-solving skills.
- Proficiency in contact center tools, CRM systems, and reporting platforms.
- Ability to manage performance in a fast-paced environment.
Qualifications
- Highly motivated and dedicated.
- Positive attitude and a drive to succeed.
Skills
- Excellent leadership and communication skills.
- Strong problem-solving abilities.
- Experience managing performance in a fast-paced environment.
- Proficiency in contact center tools, CRM systems, and reporting platforms.
Benefits
We offer a variety of benefits and incentives to support and reward our team members, including:
- Paid Time Off
- Incentives & Rewards
- Health Benefits
- Retirement Savings
- Disability Insurance
- Life Insurance
- Accident and critical illness insurance
- Career Growth
- 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
This 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.
Contact Information
If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!