Senior Call Center Site Director: Lead Operations & CX

MCI; Taguig; Sur place; PHP 1 800 000 - 2 400 000; Plein temps

Résumé du poste

MCI is seeking an experienced Call Center Site Director to lead and oversee all aspects of contact center operations for commercial and public sector clients. This executive role drives strategic direction, performance, and leadership development across the site, ensuring exemplary service delivery.

The role requires managing Operations Managers, Supervisors, and other leaders, aligning processes with corporate goals, and fostering a culture of accountability and innovation in a fast-paced

Qualifications

• Associate degree or relevant work experience is required.
• Strong interpersonal and communication skills are essential.
• Supervisory experience including staff development is required.
• Experience with Microsoft Office suite (Outlook, Excel, Word & PowerPoint) is needed.
• Demonstrated ability to drive sales through the actions of others and manage KPIs/SLAs.

Responsabilités

• Manage Sales Supervisors and oversee quality, production, and hours.
• Assist with strategic sales plans aligned with corporate objectives.
• Manage metrics, policies, and procedures to improve call center productivity.
• Direct sales forecasting and set performance goals.
• Provide guidance on best practices to maintain competitive edge.
• Lead customer satisfaction initiatives across sales transactions.
• Analyze market conditions and sales trends; produce reports.

Connaissances

Leadership

Communication

Staff development

Time management

Problem solving

Formation

Associate degree

Outils

Microsoft Excel

Microsoft PowerPoint

Outlook

Word

Description du poste

MCI is seeking an experienced Call Center Site Director to lead and oversee all aspects of contact center operations for commercial and public sector clients. This executive role drives strategic direction, performance, and leadership development across the site, ensuring exemplary service delivery.

The role requires managing Operations Managers, Supervisors, and other leaders, aligning processes with corporate goals, and fostering a culture of accountability and innovation in a fast-paced