Strategic Call Center Leader & Performance Champion

MCI Careers; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Free meals during training

Career growth

Rice/clothing/meals allowances

Employee shuttle services

Company retreats

Job summary

MCI Careers in Pasig is seeking an Experienced Call Center Manager to oversee operations and drive performance in a high-volume environment. You will lead supervisors, analyze data, and collaborate with clients to meet service goals, ensuring top-notch client satisfaction and efficient resource use.

The role demands 5+ years in a contact center with at least 2 years in management, strong leadership, and deep knowledge of CRM and reporting tools.

Qualifications

• Bachelor’s degree in business, Operations, or related field.
• 5+ years 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

Analytical skills

Communication

Strategic thinking

Team management

Performance analysis

Education

Bachelor's degree

Tools

CRM systems

Reporting tools

Job description

MCI Careers in Pasig is seeking an Experienced Call Center Manager to oversee operations and drive performance in a high-volume environment. You will lead supervisors, analyze data, and collaborate with clients to meet service goals, ensuring top-notch client satisfaction and efficient resource use.

The role demands 5+ years in a contact center with at least 2 years in management, strong leadership, and deep knowledge of CRM and reporting tools.