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. 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 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 strong desire to succeed.
• Ability to manage multiple accounts while delivering data-driven insights and supporting account growth.

Skills

• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Ability to handle multiple priorities and deadlines.
• Experience with contact center tools and CRM systems.
• Problem-solving and decision-making skills.

Benefits

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

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.

Company Information

MCI is the 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. The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time.