Senior Contact Center Operations Manager

MCI Careers; Taguig; Hybrid; PHP 1,004,000 - 1,897,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Free meal during training

Rice allowance

Clothing allowance

Laundry allowance

Meal allowance

Performance bonuses

Shuttle services

Company retreats

Job summary

MCI Careers in Taguig invites an experienced Contact Center Manager to oversee daily operations of our BPO contact center, delivering service excellence and client satisfaction across campaigns. You will manage staffing, performance, and delivery while shaping the culture of a results-driven team.

Ideal candidates bring 3+ years in contact center leadership, strong leadership and communication skills, and a proven ability to guide large teams, analyze metrics, and align client needs with service

Qualifications

• Bachelor’s degree in Business, Operations, or a related field.
• 3+ years of experience in a contact center leadership role, preferably in a BPO environment.
• Proven ability to manage large teams and complex operations.
• Strong understanding of contact center metrics, tools, and technologies.
• Excellent leadership, communication, and problem-solving skills.
• Experience working with international clients is a plus.

Responsibilities

• Manage overall contact center operations, including staffing, performance, and service delivery.
• Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs.
• Collaborate with clients to understand business needs and ensure alignment with service goals.
• Analyze operational data and implement strategies to improve efficiency and customer satisfaction.
• Drive continuous improvement initiatives across training, quality, and workforce management.
• Ensure compliance with company policies, client requirements, and regulatory standards.
• Prepare and present performance reports to senior leadership and clients.

Skills

Contact center leadership

People management

KPIs & SLAs

Data analysis

Client collaboration

Communication skills

Education

Bachelor's degree

Job description

MCI Careers in Taguig invites an experienced Contact Center Manager to oversee daily operations of our BPO contact center, delivering service excellence and client satisfaction across campaigns. You will manage staffing, performance, and delivery while shaping the culture of a results-driven team.

Ideal candidates bring 3+ years in contact center leadership, strong leadership and communication skills, and a proven ability to guide large teams, analyze metrics, and align client needs with service