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

The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Highly motivated and dedicated.
• Positive attitude.
• 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.

Skills

Skills required for this role include:

• Leadership and management skills.
• Excellent communication and interpersonal skills.
• Problem-solving and decision-making abilities.
• Technical proficiency in contact center tools and CRM systems.
• Ability to manage performance in a fast-paced environment.

Benefits

We offer a comprehensive benefits package that includes:

• Comprehensive medical, dental, and vision coverage.
• Paid time off.
• Incentive and rewards programs.
• Retirement savings options.
• Disability and life insurance.
• Flexible work arrangements.

Pay

Starting compensation is based on experience and is competitive within the industry. 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 40 pounds may be required.

Application

To apply for this position, please complete a full application on our company careers page, including all screening questions and a brief pre-employment test. No phone calls please.