Lead Call Center Ops Supervisor (Hybrid/Remote)

MCI; San Fernando; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Meal during training

Career growth and learning

Employee shuttle services

Job summary

MCI is seeking an Experienced Operations Supervisor to lead a team of agents delivering exceptional service across BPO campaigns. You’ll oversee performance, coaching, scheduling, and real-time adherence while driving continuous improvement and customer experience.

Ideal candidates bring at least 3 years in BPO supervision, strong leadership, and proficiency with CRM tools and reporting platforms. The role supports a dynamic, growth-oriented organization with competitive benefits.

Qualifications

• Associate Degree, Certification or Equivalent Combination of Training and Experience
• Minimum 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
• Ability to manage performance in a fast-paced environment

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

Coaching

Performance management

Communication

Education

Associate Degree or equivalent

Tools

CRM tools

Reporting platforms

Contact center software

Job description

MCI is seeking an Experienced Operations Supervisor to lead a team of agents delivering exceptional service across BPO campaigns. You’ll oversee performance, coaching, scheduling, and real-time adherence while driving continuous improvement and customer experience.

Ideal candidates bring at least 3 years in BPO supervision, strong leadership, and proficiency with CRM tools and reporting platforms. The role supports a dynamic, growth-oriented organization with competitive benefits.