Senior Call Center Operations Leader

MCI; San Fernando; On-site; PHP 100,000 - 120,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Free meal during training

Career growth and learning

Performance and loyalty bonuses

Employee shuttle services

Job summary

MCI is seeking an Experienced Operations Supervisor to lead a team of agents in delivering exceptional service across BPO campaigns in San Fernando, Philippines. You will be responsible for performance management, coaching, and operational excellence.

The ideal candidate will possess a strong background in BPO operations with a minimum of 3 years supervisory experience. We offer competitive compensation including various benefits.

Qualifications

• Minimum 3 years of experience in a supervisory role in a BPO contact center.
• Strong leadership, communication, and problem-solving skills.
• 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.
• Analyze performance reports and implement improvement strategies.

Skills

Leadership

Communication

Problem-solving

Performance Management

Education

Associate Degree or equivalent training

Tools

Contact Center Tools

CRM Systems

Reporting Platforms

Job description

MCI is seeking an Experienced Operations Supervisor to lead a team of agents in delivering exceptional service across BPO campaigns in San Fernando, Philippines. You will be responsible for performance management, coaching, and operational excellence.

The ideal candidate will possess a strong background in BPO operations with a minimum of 3 years supervisory experience. We offer competitive compensation including various benefits.