Contact Center Operations Supervisor

MCI; Edwardsville; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading business services provider located in Edwardsville, Nova Scotia is seeking a Contact Center Operations Supervisor to manage a dynamic team in a fast-paced BPO environment. The ideal candidate will have extensive experience in leadership and performance monitoring with a strong understanding of contact center operations and KPIs. This role offers a competitive salary and benefits package, along with opportunities for career growth within the organization.

Benefits

Paid Time Off

Health Benefits

Life Insurance

Career Growth

Paid Training

Casual Dress Code

Qualifications

• 2+ years of supervisory experience within a BPO or contact center.
• Solid understanding of contact center KPIs, tools, and technologies.
• Ability to work flexible shifts, including weekends or holidays.

Responsibilities

• Supervise and support a team of contact center agents.
• Monitor real-time operations and manage schedules.
• Provide coaching and performance evaluations.

Skills

Leadership

Coaching

Communication

Performance Monitoring

Education

Diploma or degree in Business, Communications, or a related field

Tools

Microsoft Office

CRM/contact center platforms

Job description

Location: Sydney, NS

MCI is one of the fastest-growing tech‑enabled business services companies in the USA, delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) solutions across multiple industries. Our contact centers operate on‑site and remotely, leveraging advanced technologies to enhance customer journeys, improve scalability, and reduce costs.

Contact Center Operations Supervisor

We’re looking for a results‑driven supervisor to lead a team of agents in a dynamic BPO environment. You will manage day‑to‑day operations, drive performance, and ensure service excellence across client campaigns. If you thrive in a fast‑paced setting and have a passion for leadership, we want to hear from you.

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 & Requirements

• Diploma or degree in Business, Communications, or a related field (preferred).
• 2+ years of supervisory experience 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.
• 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 investigation results.
• Must be willing to submit to drug screening; offers are contingent on results (does not apply in Canada).

Benefits & Compensation

Starting compensation is based on experience. We offer a competitive benefits package and incentives to support and reward our team members.

• Paid Time Off: Earn PTO and paid holidays.
• Health Benefits: Full‑time employees are eligible for supplemental health coverage through Blue Cross.
• Life Insurance: Access life insurance options.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: Opportunities for internal promotions and significant advancement.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Team‑oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Comfortable attire while you work.

Legal & Equal Employment Opportunity Statement

MCI and its subsidiaries embrace diversity and are committed to a work environment free from discrimination. All aspects of employment are based solely on merit and qualifications.

MCI maintains a discrimination‑free workplace, providing reasonable accommodations for qualified applicants and employees with disabilities as required by the Americans with Disabilities Act (ADA) and applicable laws. We do not discriminate against any 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. MCI will consider 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. All employees share in the responsibility for fulfilling MCI’s commitment to a diverse and equal‑opportunity work environment.