Contact Center Operations Supervisor

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

LOCATION

Manila, PH

POSITION OVERVIEW

MCI is a fast‑growing tech‑enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and cloud technology solutions to diverse industries. With a strong call center footprint and both on‑site and remote agents, MCI enhances customer journeys, drives scalability and reduces costs.

We are seeking a results‑driven  Contact Center Operations Supervisor to lead a team of agents in a dynamic BPO environment. The supervisor will manage day‑to‑day operations, drive performance, and ensure service excellence across client campaigns. The role requires strong leadership, coaching ability, and a passion for high performance.

POSITION RESPONSIBILITIES

• Supervise and support a team of contact center agents to meet performance targets and client SLAs.
• Monitor real‑time operations, manage schedules, and ensure adherence to workforce plans.
• Provide coaching, feedback, and performance evaluations to drive continuous improvement.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with QA, Training, and Workforce teams to align on goals and improve service delivery.
• Analyze performance reports and implement action plans to address gaps.
• Foster a positive, high‑performance team culture focused on customer satisfaction.

CANDIDATE QUALIFICATIONS

• Diploma or degree in Business, Communications, or a related field (preferred).
• 2+ years of experience in a supervisory role within a BPO or contact center.
• Strong leadership, coaching, and communication skills.
• Solid understanding of contact center KPIs, tools, and technologies.
• Proficiency in Microsoft Office and CRM/contact center platforms.
• Ability to work flexible shifts, including weekends or holidays.

CONDITIONS OF EMPLOYMENT

All MCI Locations

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

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

COMPENSATION DETAILS

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

• HMO Coverage plus a dependent – Rank & File: ₱100,000 coverage, Supervisors/Managers: ₱120,000 coverage
• Dental Coverage – In‑house dental assistance worth ₱5,000, giving you easier access to quality care
• Free meal during training
• Career growth and learning opportunities
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Frequent disinfection and fogging of the workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off‑site events
• In‑office rewards, raffles, recognition gifts, and treats

Compensation & Benefits that Fit Your Life

MCI tailors its offerings to meet the needs of employees across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core commitment remains: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. Regular use of computer, phone, copier, and printer is required. The employee may occasionally need to move around the office, reach, hold objects, and exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION

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

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and treat all employees and applicants with dignity and respect. MCI maintains a work environment free from discrimination, based solely on merit and qualifications. We do not discriminate on age, ancestry, color, family or medical 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.