Onsite Customer Service Supervisor: Lead 15–25 Agents

MCI Careers; Taguig; On-site; PHP 540,000 - 840,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Free meal during training

Career growth

Allowances (rice, clothing, meals)

Bonuses

Employee shuttle

Job summary

MCI Careers in the Philippines is seeking an experienced Customer Service Supervisor to lead a team of inbound agents within a fast-growing contact center. You will coach staff, monitor performance, and ensure client satisfaction while upholding company policies.

The role is full-time and on-site in Metro Manila. Candidates must have call center experience and leadership skills; proficiency in MS Office and KPIs/SLAs is required; remote work is not offered.

Qualifications

• Minimum of 3 years of call center experience or 1 year in a supervisory role.
• Associate’s degree or equivalent combination of education and experience.
• Strong communication, leadership, and interpersonal skills.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Experience with call center tools and performance metrics (KPIs, SLAs).
• Ability to manage conflict, prioritize tasks, and thrive in a fast-paced environment.
• Proven ability to coach and develop team members effectively.

Responsibilities

• Supervise and support a team of 15–25 front-line agents handling inbound calls.
• Coach team members on customer service best practices and performance improvement.
• Monitor KPIs and drive productivity, quality, and customer satisfaction.
• Conduct regular performance reviews and provide actionable feedback.
• Collaborate with internal teams including QA, Training, IT, and Recruiting.
• Manage scheduling, payroll submissions, and workforce planning.
• Support hiring, onboarding, and disciplinary actions as needed.
• Serve as a subject matter expert on client-specific processes and expectations.

Skills

Call center

Leadership

Communication

MS Office

KPIs & SLAs

Coaching

Conflict management

Education

Associates degree

Tools

Call center software

Job description

MCI Careers in the Philippines is seeking an experienced Customer Service Supervisor to lead a team of inbound agents within a fast-growing contact center. You will coach staff, monitor performance, and ensure client satisfaction while upholding company policies.

The role is full-time and on-site in Metro Manila. Candidates must have call center experience and leadership skills; proficiency in MS Office and KPIs/SLAs is required; remote work is not offered.