Contact Center Operations Leader

MCI; Pasig; On-site; PHP 390,600 - 613,800; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Free meals during training

Career growth opportunities

Performance and loyalty bonuses

Employee shuttle services

Job summary

MCI, located in Manila, is seeking a Contact Center Operations Supervisor to lead a team of agents in a dynamic BPO environment. This role involves managing daily operations, ensuring service excellence, and driving team performance across client campaigns.

The ideal candidate will have at least 2 years of supervisory experience within a contact center, strong leadership and communication skills, and a solid understanding of contact center operations.

Benefits include HMO coverage, dental assistance, career growth opportunities, and employee shuttle services.

Qualifications

• Minimum of 2 years in a supervisory role in BPO or contact center.
• Strong coaching and communication skills are required.
• Ability to work flexible shifts, including weekends and holidays.

Responsibilities

• Supervise and support a team of agents to meet performance targets.
• Monitor operations and manage schedules.
• Provide coaching and performance evaluations.
• Handle escalated customer issues.
• Collaborate with QA and Training teams to improve service.
• Analyze performance reports and implement action plans.

Skills

Leadership

Coaching

Communication skills

Contact center KPIs understanding

Microsoft Office proficiency

Education

Diploma or degree in Business or related field

Tools

CRM/contact center platforms

Job description

MCI, located in Manila, is seeking a Contact Center Operations Supervisor to lead a team of agents in a dynamic BPO environment. This role involves managing daily operations, ensuring service excellence, and driving team performance across client campaigns.

The ideal candidate will have at least 2 years of supervisory experience within a contact center, strong leadership and communication skills, and a solid understanding of contact center operations.

Benefits include HMO coverage, dental assistance, career growth opportunities, and employee shuttle services.