Call Center Site Director

MCI; Pasig; On-site; PHP 892,800 - 1,339,200; Full time

Benefits offered by this job

Health maintenance organization coverage

Dental coverage with in-house assistance

Career growth and learning opportunities

Performance and loyalty bonuses

Employee shuttle services

Job summary

MCI is seeking a Director to manage and develop supervisors for contact center operations in Pasig, Philippines. The role involves leading operational strategies to ensure performance aligns with corporate objectives, managing staff, and enhancing productivity.

The ideal candidate will have strong leadership skills, be proficient in Microsoft Office, and possess exceptional interpersonal skills. They will play a key role in driving sales and managing metrics to enhance customer satisfaction and operational performance.

Qualifications

• Associate's degree and/or relevant work experience required.
• Strong supervisory experience with staff development.
• Ability to drive sales through execution by others.

Responsibilities

• Manage and develop supervisors for contact center operations.
• Lead operational strategy and align performance with objectives.
• Oversee metrics, performance criteria, and policies.

Skills

Interpersonal and communication skills

Supervisory experience

Proficiency in Microsoft Office

Conflict resolution skills

Time-management skills

Education

Associate's degree and/or relevant work experience

Job description

LOCATION

Manila, PH

POSITION OVERVIEW

MCI is a fast‑growing tech‑enabled business services company in the USA with a strong call center footprint and operations across several countries. We provide Customer Experience (CX), Business Process Outsourcing (BPO), and anything‑as‑a‑service (XaaS) solutions to industries such as healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by on‑site and remote agents, using advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

As a high‑growth organization with an entrepreneurial culture, we offer an environment where professionals can build meaningful careers, access continuous learning and development opportunities, and contribute to a globally expanding, industry‑leading organization.

POSITION RESPONSIBILITIES

The Director is responsible for managing and developing supervisors and all other operational management associated with day‑to‑day contact center operations. Operationally, the Associate Director leads the development and implementation of all operational strategy, ensuring performance, culture, and control processes align with corporate and client objectives. This role works closely with corporate leadership and requires strong initiative, sound judgment, and leadership.

Key Responsibilities:

• Manage Sales Supervisors
• Oversee quality, production, and hours
• Assist with implementation of strategic sales plans aligned with corporate objectives
• Manage metrics, performance criteria, policies, and procedures to continuously improve call center productivity
• Direct sales forecasting activities and set performance goals and objectives accordingly
• Review and provide guidelines and best practices for maintaining a competitive edge
• Develop and maintain strategies to ensure customer satisfaction for all sales transactions
• Analyze and respond to changing market conditions, including competitive benchmarking
• Generate statistical reports on individual performance and sales trends
• Motivate and develop the team to maximize sales opportunities
• Oversee overall performance and productivity of Supervisors
• Review and submit weekly payroll to ensure correct entries
• Manage building maintenance and physical security of the building
• Perform any other duties as assigned

CANDIDATE QUALIFICATIONS

The ideal candidate will align with Mass Markets’ high‑growth objectives. This position requires advanced leadership, creative thinking, and dedication to people. The candidate must professionally represent Mass Markets internally and client‑facing and exhibit good business judgment, confidence, and flexibility. The role requires the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.

• Associate’s degree and/or relevant work experience
• Exceptional interpersonal and communication skills
• Strong supervisory experience, including staff development
• Proficiency with Microsoft Office (Outlook, Excel, Word, PowerPoint)
• Demonstrated ability to drive sales through execution by others
• Understanding of call center tools and technology for KPIs and SLAs
• Effective conflict resolution skills (customer and agent)
• Excellent time‑management, planning, organizational, and multi‑tasking skills
• Ability to learn new products and systems swiftly
• Capability to work in a professional fast‑paced environment

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Program and location requirements

• Must be willing to undergo Level II background/security investigation with fingerprint; job offer contingent on results.
• Must be willing to submit to drug screening; job offer contingent on results.

COMPENSATION DETAILS

Starting compensation is based on experience. MCI offers a competitive package with benefits and incentives designed to support and reward team members.

Benefits include:

• Health maintenance organization coverage with dependent benefits
• Dental coverage with in‑house assistance
• Free meal during training
• Career growth and learning opportunities
• Allowances for rice, clothing, laundry, and meals
• Performance and loyalty bonuses
• Frequent workplace disinfection and fogging
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off‑site events

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, customers, and community. All aspects of employment are based solely on a person’s merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI’s commitment to a diverse and equal‑opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. MCI’s policy is to provide reasonable accommodation to qualified employees with protected disabilities as required by applicable laws, regulations, and ordinances.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. The employee will be largely sedentary and required to sit or stand for long periods while using a computer and telephone headset. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects; move objects from place to place; hold onto objects; and exert force up to forty pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.