Contact Center Operations Lead — Drive Performance

MCI Careers; San Fernando; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

Health insurance coverage

Dental coverage

Free meal during training

Career growth opportunities

Allowances for rice and meals

Performance and loyalty bonuses

Employee shuttle services

Job summary

MCI Careers in San Fernando, Pampanga is looking for a Contact Center Operations Supervisor to lead a team in a vibrant BPO environment. The ideal candidate will manage day-to-day operations, ensuring performance and service excellence. With 2+ years in supervisory roles, applicants should have strong leadership and communication skills, alongside proficiency in contact center tools. The position provides various benefits, including health insurance, meal allowances, and performance bonuses.

Qualifications

• 2+ years of experience in a supervisory role within a BPO or contact center.
• Ability to work flexible shifts, including weekends or holidays.

Responsibilities

• Supervise a team of contact center agents to meet performance targets.
• Monitor operations and ensure adherence to workforce plans.
• Provide coaching and feedback to drive continuous improvement.
• Handle escalated customer issues and ensure timely resolution.

Skills

Leadership

Coaching

Communication skills

Understanding of contact center KPIs

Proficiency in Microsoft Office

CRM/contact center platforms

Education

Diploma or degree in Business, Communications or related field

Job description

MCI Careers in San Fernando, Pampanga is looking for a Contact Center Operations Supervisor to lead a team in a vibrant BPO environment. The ideal candidate will manage day-to-day operations, ensuring performance and service excellence. With 2+ years in supervisory roles, applicants should have strong leadership and communication skills, alongside proficiency in contact center tools. The position provides various benefits, including health insurance, meal allowances, and performance bonuses.