Experienced Call Center Manager

MCI; San Fernando; On-site; PHP 600,000 - 900,000; Full time

Job summary

MCI is seeking an Experienced Call Center Manager to oversee daily operations of the contact center, drive performance, and ensure client satisfaction in a high-volume environment. This leadership role requires coordinating teams across shifts and maintaining service levels.

You will monitor KPIs, streamline processes, and partner with clients to meet expectations while guiding agents to deliver outstanding CX.

Qualifications

• Oversee daily operations of a contact center and ensure KPIs are met.
• Lead and motivate teams across shifts to deliver high-quality CX.

Responsibilities

• Oversee daily operations of the contact center, ensuring KPIs

Skills

Call Center Management

KPI Tracking

People Leadership

Client Relationship

Job description

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are looking for an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment.

Key Responsibilities

• Oversee daily operations of the contact center, ensuring KPIs