Descripción de la oferta
Position Overview
We are looking for a results-driven Contact Center Operations Supervisor to lead a team of agents in a dynamic BPO environment. The Supervisor will manage day-to-day operations, drive performance, and ensure service excellence across client campaigns.
Key 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.
Qualifications
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.
Location & Requirements
Must be authorized to work in the country where the job is based.
Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)
Compensation & Benefits
Competitive salary based on experience.
Health insurance coverage with HMO plans and dependent coverage.
Dentistry and in‑house dental assistance.
Meal assistance during training and free meals in certain locations.
Performance and loyalty bonuses.
Opportunities for career growth, learning, and promotion.
Employee shuttle services, company retreats, and off‑site events.
Additional perks including allowances for rice, clothing, laundry, and in‑office rewards.
EEO & Disability Accommodation
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person’s merit and qualifications. MCI maintains a work environment free from discrimination and provides reasonable accommodations when requested by a qualified applicant or employee with a disability.
MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
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