Supervisor de Centro de Llamadas — Lidera Operaciones CX

Mass Markets; Navia de Suarna; On-site; EUR 32,000 - 52,000; Full time

Job summary

MCI is seeking dedicated and experienced individuals to join our Call Center Supervisors team. If you have leadership, a solid understanding of call center operations, and a commitment to excellence, apply for these rewarding positions.

This role leads a team of call center supervisors, drives performance improvements, and ensures quality service across channels. You will coach staff, monitor metrics, handle escalations, and collaborate with other departments to uphold compliance.

Qualifications

• Associate degree, certification, or equivalent combination of training and experience.
• Previous experience in call center operations.
• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Ability to multitask in a dynamic environment.
• Proficiency with call center technologies and software.
• Knowledge of industry regulations and compliance requirements.
• Ability to read and speak English fluently.

Responsibilities

• Lead and supervise a team of call center supervisors.
• Develop and implement strategies to improve performance and efficiency.
• Monitor call center metrics to identify trends and areas for improvement.
• Provide coaching and guidance to ensure team success.
• Implement quality assurance measures to maintain service standards.
• Handle complex customer inquiries and escalations.
• Collaborate with other departments to drive process improvements.
• Ensure adherence to company policies and procedures.

Skills

Leadership

Call center operations

Interpersonal skills

English fluency

Education

Associate degree or equivalent

Job description

MCI is seeking dedicated and experienced individuals to join our Call Center Supervisors team. If you have leadership, a solid understanding of call center operations, and a commitment to excellence, apply for these rewarding positions.

This role leads a team of call center supervisors, drives performance improvements, and ensures quality service across channels. You will coach staff, monitor metrics, handle escalations, and collaborate with other departments to uphold compliance.