Call Center Ops Leader - Coach, KPI-Driven Growth

MCI Careers; Taguig; On-site; PHP 502,000 - 837,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Free meal during training

Career growth and learning

Allowances (rice, clothing, meals)

Job summary

MCI is seeking an Experienced Operations Supervisor to lead a team of agents in delivering exceptional service across BPO campaigns. You will be responsible for performance management, coaching, and ensuring operational excellence. This role requires strong leadership and a track record in fast-paced environments.

Join a growing organization with opportunities for growth, competitive benefits, and a focus on development within a global CX and BPO framework.

Qualifications

• Associate Degree, Certification or Equivalent Combination of Training and Experience.
• Minimum 3 years of experience in a supervisory role in a BPO contact center.
• Strong leadership, communication, and problem-solving skills.
• Proficiency in contact center tools, CRM systems, and reporting platforms.
• Ability to manage performance in a fast-paced environment.

Responsibilities

• Supervise daily operations and ensure adherence to KPIs and SLAs.
• Monitor agent performance and provide regular coaching and feedback.
• Manage schedules, attendance, and real-time adherence.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with QA and Training to support agent development.
• Analyze performance reports and implement improvement strategies.

Skills

Leadership

Communication

Problem-solving

CRM tools

Reporting

Education

Associate Degree or equivalent

Tools

CRM systems

Reporting platforms

Job description

MCI is seeking an Experienced Operations Supervisor to lead a team of agents in delivering exceptional service across BPO campaigns. You will be responsible for performance management, coaching, and ensuring operational excellence. This role requires strong leadership and a track record in fast-paced environments.

Join a growing organization with opportunities for growth, competitive benefits, and a focus on development within a global CX and BPO framework.