Call Center Manager: Lead Performance & CX

MCI; San Fernando; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

HMO Coverage

Dependent coverage

Dental Coverage

Meal during training

Career growth

Employee shuttle

Job summary

MCI is seeking an Experienced Call Center Manager to oversee our high-volume contact center operations and ensure client satisfaction across multiple campaigns.

The ideal candidate has 5+ years in a contact center with at least 2 years in management, strong leadership and analytical skills, and proficiency with CRM systems and reporting platforms. This role offers growth, competitive compensation, and comprehensive benefits.

Qualifications

• Bachelor’s degree in Business, Operations, or related field.
• 5+ years of experience in a contact center with at least 2 years in a management role.
• Strong leadership, analytical, and communication skills.
• Proficiency in contact center tools, CRM systems, and reporting platforms.
• Experience managing multiple teams or campaigns.

Responsibilities

• Oversee daily operations of the contact center, ensuring KPIs and SLAs are met.
• Lead and mentor supervisors, team leads, and support staff.
• Analyze performance data and implement improvement strategies.
• Collaborate with clients to align on goals and service delivery.
• Manage workforce planning, scheduling, and resource allocation.
• Drive employee engagement, retention, and professional development.
• Ensure compliance with company policies and client requirements.

Skills

Leadership

Analytical skills

Communication skills

Team leadership

Education

Bachelor’s degree in Business/Operations

Tools

CRM systems

Reporting platforms

Contact center tools

Job description

MCI is seeking an Experienced Call Center Manager to oversee our high-volume contact center operations and ensure client satisfaction across multiple campaigns.

The ideal candidate has 5+ years in a contact center with at least 2 years in management, strong leadership and analytical skills, and proficiency with CRM systems and reporting platforms. This role offers growth, competitive compensation, and comprehensive benefits.