Hybrid Contact Center Operations Lead

MCI; San Fernando; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Career growth opportunities

Employee shuttle services

Job summary

MCI is seeking a results-driven Contact Center Operations Supervisor to lead a team of agents in a fast-paced BPO setting. You will manage day-to-day operations, drive performance, and ensure service excellence across client campaigns.

Ideal candidates have 2+ years in supervision, strong leadership, and deep knowledge of contact center KPIs and tools. This on-site role offers competitive compensation and benefits as part of a growing global organization.

Qualifications

• 2+ years in a supervisory role within a BPO/contact center.
• Strong leadership and communication skills with a customer-focused mindset.
• Solid understanding of contact center KPIs, tools, and processes.

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.

Skills

Leadership

Coaching

Communication

KPIs & Metrics

Problem Solving

Education

Diploma or degree in Business/Communications

Tools

CRM/Contact Center Platform

Microsoft Office

Job description

MCI is seeking a results-driven Contact Center Operations Supervisor to lead a team of agents in a fast-paced BPO setting. You will manage day-to-day operations, drive performance, and ensure service excellence across client campaigns.

Ideal candidates have 2+ years in supervision, strong leadership, and deep knowledge of contact center KPIs and tools. This on-site role offers competitive compensation and benefits as part of a growing global organization.