Contact Center Operations Supervisor

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

POSITION OVERVIEW

MCI is a leading BPO service provider that delivers customer experience, business process outsourcing, and cloud technology solutions across multiple industries. The Contact Center Operations Supervisor will lead a team of agents in a dynamic BPO environment, managing day‑to‑day operations, driving performance, and ensuring service excellence across client campaigns.

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.

COMPENSATION DETAILS

Starting compensation is based on experience, and MCI offers a variety of benefits and incentives to support and reward its team members.

• Health insurance coverage eligible for HMO coverage plus a dependent option
• Rank & File coverage: 100,000 ₱
• Supervisors/Managers coverage: 120,000 ₱
• Dental coverage – in‑house dental assistance worth 5,000 ₱
• 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 workplace
• Growth and promotion opportunities
• Employee shuttle services
• Company retreats and off‑site events
• In‑office rewards, raffles, recognition gifts, and treats

PHYSICAL REQUIREMENTS

This position is performed in a professional office environment and is largely sedentary. The employee will sit or stand for long periods while using a computer and telephone headset. The employee is required to operate a computer and other office equipment, may need to move about the office, and can be asked to lift or move objects up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

• 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).

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), MCI maintains a policy of providing reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy applies to all aspects of employment. Employees who need accommodations should contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

MCI and its subsidiaries embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, treating employees with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care 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, regulations, and ordinances. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. This principle applies to all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. MCI also provides reasonable accommodation to qualified employees with protected disabilities according to applicable laws and regulations where an employee works.