Senior Call Center Leader: Drive Performance & Growth

MCI; Taguig; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Career growth

Free meal during training

Shuttle services

Job summary

MCI is seeking an Experienced Call Center Manager to oversee daily operations of our high-volume contact center in the Philippines. You will drive performance, mentor supervisors, and ensure client satisfaction while meeting KPIs and SLAs.

The ideal candidate has 5+ years in BPO/call centers, strong leadership and analytical skills, and proficiency with CRM and reporting tools. This is a full-time on-site role with competitive benefits and growth opportunities.

Qualifications

• Bachelor’s degree in business, operations, or a related field.
• 5+ years of experience in a contact center, with at least 2 years in a management role.
• Strong leadership, analytical, and communication skills.
• Proficiency in contact center tools, CRM systems, and reporting platforms.
• Experience managing multiple teams or campaigns.

Responsibilities

• Oversee daily operations of the contact center, ensuring KPIs and SLAs are consistently met.
• Lead and mentor supervisors, team leads, and support staff.
• Analyze performance data and implement strategies for improvement.
• Collaborate with clients to align on goals, expectations, and service delivery.
• Manage workforce planning, scheduling, and resource allocation.
• Drive employee engagement, retention, and professional development.
• Ensure compliance with company policies and client requirements.

Skills

Leadership

Call center operations

Performance analytics

CRM systems

Staff development

Education

Bachelor's degree in business/operations

Tools

CRM software

Reporting tools

Job description

MCI is seeking an Experienced Call Center Manager to oversee daily operations of our high-volume contact center in the Philippines. You will drive performance, mentor supervisors, and ensure client satisfaction while meeting KPIs and SLAs.

The ideal candidate has 5+ years in BPO/call centers, strong leadership and analytical skills, and proficiency with CRM and reporting tools. This is a full-time on-site role with competitive benefits and growth opportunities.