Call Center Team Lead

Mass Markets; Lambunao; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading BPO company in the Philippines is seeking a Customer Service Supervisor to manage a team of agents. The ideal candidate will have significant experience in call center environments and possess strong leadership skills. Responsibilities include monitoring performance metrics and driving continuous improvement in service quality. This role offers competitive compensation and opportunities for career growth.

Benefits

HMO Coverage plus a dependent

Performance and loyalty bonuses

Employee shuttle services

Company retreats and off-site events

Qualifications

• Minimum of 3 years of call center experience or 1 year in a management role.
• Strong interpersonal and communication skills.
• Proven leadership and staff development experience.

Responsibilities

• Lead and manage a team of 15–25 front-line agents handling inbound customer service calls.
• Monitor performance metrics and drive continuous improvement.
• Ensure customer satisfaction across all service interactions.

Skills

Leadership

Communication

Problem-solving

Conflict resolution

Organizational skills

Education

Associate’s degree or equivalent

Tools

Microsoft Office

Call center tools

Job description

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Are you a highly motivated leader with excellent communication skills? We’re looking for someone like you to manage and support a team of customer service agents working on a variety of commercial, state, and federal projects. As a team coach and leader, you’ll play a critical role in guiding your team’s performance and ensuring their success.

This is a management-level position, ideal for candidates with prior experience in supervision or customer service leadership.

Position Responsibilities

Supervisors are responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment. The Customer Service Supervisor I position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and sales results program wide.

• Lead and manage a team of 15–25 front-line agents handling inbound customer service calls.
• Coach and develop team members on service standards and best practices.
• Monitor performance metrics and drive continuous improvement in productivity and quality.
• Foster a culture of accountability, motivation, and personal excellence.
• Set performance goals and manage scheduling and workforce planning.
• Ensure customer satisfaction across all service interactions.
• Collaborate with internal departments including QA, Training, IT, and Recruiting.
• Provide regular feedback and performance reviews.
• Oversee payroll submissions and ensure accuracy.
• Support hiring, onboarding, coaching, and performance management.
• Manage remote employees as needed.
• Serve as a subject matter expert on client-specific operations.

Candidate Qualifications

The ideal candidate would share and understand the high-growth objectives of the company. This position requires an advanced degree of leadership, creative thinking, and dedication to people.

• Minimum of 3 years of call center experience or 1 year in a management role.
• Associate’s degree or equivalent combination of education and experience.
• Strong interpersonal and communication skills.
• Proven leadership and staff development experience.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Experience with call center tools and KPI/SLA management.
• Conflict resolution and problem-solving skills.
• Ability to thrive in a fast-paced, high-pressure environment.
• Strong organizational and time management skills.
• Clear, concise verbal and written communication.
• A proactive, solution-oriented mindset.

Preferred Qualifications

• Experience in military, local, state, or federal government environments.
• Degree from an accredited two- or four-year college or university.
• Experience managing both remote and on-site teams.

Compensation Details

At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time.

• HMO Coverage plus a dependent.
• Dental Coverage.
• Free meal during training.
• Career growth and learning.
• Allowances for rice, clothing, laundry and meals.
• Performance and loyalty bonuses.
• Frequent disinfection, fogging of workplace.
• Opportunities for growth and promotion.
• Employee shuttle services.
• Company retreats and off-site events.
• Sharpen your social skills while meeting awesome people and making new friends.
• Plus, more in-office rewards, raffles, recognition gifts, and treats!

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications.