Lead Call Center Operations & Performance Coach

MCI Careers; Pasig; In loco; PHP 502.000 - 1.116.000; Tempo pieno

Vantaggi offerti da questo lavoro

HMO Coverage

Dental Coverage

Free meals during training

Career growth and learning

Employee allowances

Descrizione del lavoro

MCI Careers is seeking an Experienced Operations Supervisor in Pasig, Metro Manila. You will lead a team of agents in delivering exceptional CX across BPO campaigns, overseeing performance, coaching, scheduling, and real-time adherence in a fast-paced environment.

Ideal candidates bring 3+ years of BPO supervisory experience, strong leadership, and proficiency with CRM and reporting tools. The role emphasizes collaboration with QA and Training and a culture of high performance and growth.

Competenze

• 3+ years of experience in a supervisory role in a BPO contact center
• Strong leadership, communication, and problem-solving skills
• Proficiency in contact center tools, CRM systems, and reporting platforms

Mansioni

• Supervise daily operations and ensure adherence to KPIs and SLAs
• Monitor agent performance and provide regular coaching and feedback
• Manage schedules, attendance, and real-time adherence
• Handle escalated customer issues and ensure timely resolution
• Collaborate with QA and Training to support agent development
• Analyze performance reports and implement improvement strategies
• Foster a positive, high-performance team culture

Conoscenze

Leadership

Communication

Problem-solving

CRM tools

Reporting tools

BPO supervision

Formazione

Associate degree or equivalent

Strumenti

CRM systems

Contact center tools

Reporting platforms

Descrizione del lavoro

MCI Careers is seeking an Experienced Operations Supervisor in Pasig, Metro Manila. You will lead a team of agents in delivering exceptional CX across BPO campaigns, overseeing performance, coaching, scheduling, and real-time adherence in a fast-paced environment.

Ideal candidates bring 3+ years of BPO supervisory experience, strong leadership, and proficiency with CRM and reporting tools. The role emphasizes collaboration with QA and Training and a culture of high performance and growth.