Lead Call Center Operations & Performance Coach

MCI Careers; Pasig; On-site; PHP 502,000 - 1,116,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Free meals during training

Career growth and learning

Employee allowances

Job summary

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.

Qualifications

• 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

Responsibilities

• 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

Skills

Leadership

Communication

Problem-solving

CRM tools

Reporting tools

BPO supervision

Education

Associate degree or equivalent

Tools

CRM systems

Contact center tools

Reporting platforms

Job description

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.