Call Center Team Lead | Remote & Onsite

MCI Careers; Taguig; Hybrid; PHP 446,000 - 670,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Meal during training

Career growth

Job summary

MCI Philippines seeks a driven Customer Service Supervisor to lead a 15–25 seat team in a dynamic call center environment. You will coach staff, monitor KPIs, and drive improvements across service delivery for diverse projects.

You will collaborate with QA, Training, IT, and Recruiting to ensure quality and growth, including payroll oversight and performance reviews. This role requires strong leadership and excellent communication in a fast-paced setting.

Qualifications

• 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.

Responsibilities

• Lead and manage a team of 15–25 front-line agents.
• Coach and develop team members on service standards.
• Monitor performance metrics and drive improvement.
• Set performance goals and manage scheduling.
• Ensure customer satisfaction across service interactions.
• Collaborate with QA, Training, IT, and Recruiting.
• Provide regular feedback and performance reviews.
• Oversee payroll submissions and accuracy.
• Support hiring, onboarding, coaching, and performance management.
• Manage remote employees as needed.
• Serve as a subject matter expert on client operations.

Skills

Leadership

Communication

Call center

KPI/SLA

Coaching

Scheduling

Remote work

Problem-solving

Time management

Conflict resolution

Education

Associate’s degree

Tools

Microsoft Office

Call center software

Job description

MCI Philippines seeks a driven Customer Service Supervisor to lead a 15–25 seat team in a dynamic call center environment. You will coach staff, monitor KPIs, and drive improvements across service delivery for diverse projects.

You will collaborate with QA, Training, IT, and Recruiting to ensure quality and growth, including payroll oversight and performance reviews. This role requires strong leadership and excellent communication in a fast-paced setting.