BPO Operations Lead — Call Center & Growth

MCI; Taguig; On-site; PHP 1,116,000 - 1,786,000; Full time

Job summary

MCI is seeking a Call Center Sales Manager in the Philippines to lead day-to-day sales contact center operations across voice, email, chat and digital channels. You will guide supervisors, drive sales performance and ensure top-tier service quality while cultivating a high-performing, customer-centric culture.

The ideal candidate has proven contact center leadership experience in telecommunications or related sectors, with a track record of coaching teams, meeting targets, and managing complex

Qualifications

• Must have leadership experience in a contact center setting.
• Experience managing supervisors and frontline agents.
• Proven ability to drive sales performance and service quality.
• Strong coaching and performance feedback skills.
• Experience with workforce management and productivity metrics.
• Customer-centric mindset with focus on revenue growth.

Responsibilities

• Lead a team of call center supervisors and agents across channels.
• Coach reports on customer service processes and best practices.
• Drive productivity, metrics, policies to improve performance.
• Foster accountability and continuous improvement culture.
• Oversee payroll processes and ensure accurate entries.
• Develop strategies to grow revenue and profit from the center.

Skills

Leadership

People management

Call center operations

Sales strategy

Coaching

Education

High School Diploma or equivalent

Job description

MCI is seeking a Call Center Sales Manager in the Philippines to lead day-to-day sales contact center operations across voice, email, chat and digital channels. You will guide supervisors, drive sales performance and ensure top-tier service quality while cultivating a high-performing, customer-centric culture.

The ideal candidate has proven contact center leadership experience in telecommunications or related sectors, with a track record of coaching teams, meeting targets, and managing complex