Global Contact Center Leader: CX & Operations

MCI; San Fernando; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

HMO Coverage

Dependent

Dental Coverage

Career growth

Free meal during training

Employee shuttle services

Company retreats

Performance and loyalty bonuses

Job summary

MCI is seeking a strategic Contact Center Manager to oversee daily BPO operations, drive performance, and ensure client satisfaction across campaigns. Lead leaders and staff to meet KPIs, optimize staffing, and implement data-driven improvements.

The ideal candidate has 3+ years in a contact center leadership role, a relevant degree, and excellent communication and problem-solving skills. This role values process discipline, vendor collaboration, and a commitment to operational excellence.

Qualifications

• Bachelor’s degree in Business, Operations, or a related field (preferred).
• 3+ years of experience in a contact center leadership role, preferably in a BPO.
• Proven ability to manage large teams and complex operations.
• Strong understanding of contact center metrics, tools, and technologies.
• Excellent leadership, communication, and problem-solving skills.
• Experience working with international clients is a plus.

Responsibilities

• Manage overall contact center operations, including staffing, performance, and service delivery.
• Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs.
• Collaborate with clients to understand business needs and ensure alignment with service goals.
• Analyze operational data and implement strategies to improve efficiency and customer satisfaction.
• Drive continuous improvement initiatives across training, quality, and workforce management.
• Ensure compliance with company policies, client requirements, and regulatory standards.
• Prepare and present performance reports to senior leadership and clients.

Skills

Team leadership

Staffing & performance

KPI & SLA management

Data analysis

Client collaboration

People management

Education

Bachelor’s degree in Business, Operations, or related field

Job description

MCI is seeking a strategic Contact Center Manager to oversee daily BPO operations, drive performance, and ensure client satisfaction across campaigns. Lead leaders and staff to meet KPIs, optimize staffing, and implement data-driven improvements.

The ideal candidate has 3+ years in a contact center leadership role, a relevant degree, and excellent communication and problem-solving skills. This role values process discipline, vendor collaboration, and a commitment to operational excellence.