Call Center Growth & CX Leader

MCI; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

MCI is a fast-growing tech-enabled BPO and CX solutions provider operating globally, including the Philippines. The Call Center Sales Manager will lead a team of supervisors to deliver exceptional customer experiences, drive sales growth, and continuously improve operations across remote and on-site agents.

The role requires strong leadership, rigorous performance management, and a background in call center operations management.

Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent required.
• Experience with data-entry using a computer and basic IT tools.
• Fluent English reading and speaking abilities.

Responsibilities

• Lead a team of 5-10 call center supervisors managing inbound/outbound reps.
• Coach and develop reports on customer service processes and best practices.
• Drive productivity through metrics, policies, and procedures.
• Ensure customer satisfaction across service interactions and sales opportunities.
• Oversee payroll processes and weekly reporting for accuracy.
• Collaborate with QA, training, IT, and recruiting teams.

Skills

Call center operations management

Leadership

Coaching and development

Workforce management

Customer service excellence

Performance analytics

Team motivation

Cross-functional collaboration

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

MCI is a fast-growing tech-enabled BPO and CX solutions provider operating globally, including the Philippines. The Call Center Sales Manager will lead a team of supervisors to deliver exceptional customer experiences, drive sales growth, and continuously improve operations across remote and on-site agents.

The role requires strong leadership, rigorous performance management, and a background in call center operations management.