Senior BPO & CX Operations Leader

MCI; Angeles; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

MCI is seeking a seasoned BPO Operations Director to lead day-to-day contact center operations and drive strategic sales initiatives across multiple locations. This role requires strong leadership, operational discipline, and the ability to align workforce, processes, and technology with client objectives.

The ideal candidate will manage supervisors, optimize productivity, and advance performance metrics while maintaining a focus on people development and client satisfaction in a fast-paced

Qualifications

• Bachelor's degree or equivalent work experience.
• Proven leadership and people management experience.
• Experience running large-scale BPO operations.

Responsibilities

• Oversee Sales Supervisors and performance.
• Direct call center operations, quality, and scheduling.
• Develop and implement sales strategies aligned with client objectives.
• Monitor KPIs, SLAs, and quality assurance across teams.
• Lead payroll review and coordination of building operations.

Skills

Leadership

Sales Strategy

Call Center Ops

People Management

KPIs & SLAs

Forecasting

Communication

MS Office

Education

Bachelor's degree

Tools

MS Office

Job description

MCI is seeking a seasoned BPO Operations Director to lead day-to-day contact center operations and drive strategic sales initiatives across multiple locations. This role requires strong leadership, operational discipline, and the ability to align workforce, processes, and technology with client objectives.

The ideal candidate will manage supervisors, optimize productivity, and advance performance metrics while maintaining a focus on people development and client satisfaction in a fast-paced