Contact Center Operations Lead

MCI Careers; Garden City (GA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Disability Insurance

Life Insurance

Career Growth

Paid Training

Fun, Engaging Work Environment

Casual Dress Code

Job summary

MCI Careers is looking for a Contact Center Operations Supervisor in Garden City, Georgia. This role involves supervising and leading a team of agents in a dynamic BPO environment, ensuring adherence to performance targets and service excellence. The ideal candidate should have a degree in Business or Communications, with 2+ years of supervisory experience and strong leadership skills. MCI offers competitive compensation packages and a variety of benefits including paid time off and health insurance.

Qualifications

• 2+ years of experience in a supervisory role within a BPO or contact center.
• Ability to manage schedules and monitor operations effectively.
• Strong ability to handle escalated customer issues.

Responsibilities

• Supervise and support a team of contact center agents.
• Monitor real-time operations and ensure adherence to plans.
• Provide coaching and performance evaluations.

Skills

Leadership

Coaching

Communication

Understanding contact center KPIs

Proficiency in Microsoft Office

Flexibility

Education

Diploma or degree in Business, Communications, or related field

Tools

CRM/contact center platforms

Job description

MCI Careers is looking for a Contact Center Operations Supervisor in Garden City, Georgia. This role involves supervising and leading a team of agents in a dynamic BPO environment, ensuring adherence to performance targets and service excellence. The ideal candidate should have a degree in Business or Communications, with 2+ years of supervisory experience and strong leadership skills. MCI offers competitive compensation packages and a variety of benefits including paid time off and health insurance.