Tax Operations Supervisor - CX Leader

MCI; Taguig; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

MCI is seeking a results-driven manager to lead a team of 15-25 entry-level customer service agents handling inbound calls. This role focuses on coaching, performance tracking, and process improvement to maximize efficiency and quality. You will collaborate with QA, training, IT, and recruiting to drive excellence.

The ideal candidate has strong leadership, tax-knowledge background, and a proven track record in managing remote and on-site teams, ensuring payroll accuracy and revenue growth.

Qualifications

• Minimum of 3 years of total call center experience or 1 year of management experience.
• Associates degree or equivalent combination of education and relevant work experience.
• Exceptional interpersonal & communication skills.
• Strong supervisory experience including staff development.
• Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.

Responsibilities

• Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling.
• Coach and develop reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals accordingly.
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction.

Skills

Team leadership

Call center management

Performance metrics

Payroll coordination

Education

Associates degree or equivalent

Tools

Microsoft Office

Outlook

Excel

PowerPoint

Job description

MCI is seeking a results-driven manager to lead a team of 15-25 entry-level customer service agents handling inbound calls. This role focuses on coaching, performance tracking, and process improvement to maximize efficiency and quality. You will collaborate with QA, training, IT, and recruiting to drive excellence.

The ideal candidate has strong leadership, tax-knowledge background, and a proven track record in managing remote and on-site teams, ensuring payroll accuracy and revenue growth.