Onsite Call Center Operations Leader

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

Job summary

MCI is a fast-growing tech-enabled BPO delivering CX and cloud solutions worldwide. We seek an experienced Call Center Operations Manager to lead 5–10 supervisors and drive operational excellence, engagement, and client satisfaction.

You will oversee daily performance, KPIs, SLAs, QA, and workforce planning, coaching teams, and implementing process improvements while growing revenue from call center activities. This is an onsite role.

Qualifications

• Proven background in call center operations management.
• Experience leading multiple teams in a fast-paced environment.
• Excellent communication, organizational and analytical skills.
• High school diploma or equivalent; 18+ years old.

Responsibilities

• Lead a team of 5–10 call center supervisors responsible for inbound and outbound representatives.
• Coach and develop reports on customer service processes and best practices.
• Manage KPIs, SLAs, quality standards, and workforce planning.
• Drive a culture of accountability, continuous improvement, and performance excellence.
• Oversee hiring, coaching, and development of direct reports.

Skills

Leadership

Coaching

Performance management

Forecasting/workforce planning

Strategic communication

Data analysis

Job description

MCI is a fast-growing tech-enabled BPO delivering CX and cloud solutions worldwide. We seek an experienced Call Center Operations Manager to lead 5–10 supervisors and drive operational excellence, engagement, and client satisfaction.

You will oversee daily performance, KPIs, SLAs, QA, and workforce planning, coaching teams, and implementing process improvements while growing revenue from call center activities. This is an onsite role.