Contact Center Operations Lead

MCI Careers; Mesilla (NM); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Career Growth

Paid Training

Job summary

MCI Careers is looking for a Contact Center Operations Supervisor to lead a team of agents in Mesilla, New Mexico. This role involves managing daily operations, driving performance, and ensuring service excellence across client campaigns. The ideal candidate will have a background in business or communications and at least 2 years of supervisory experience in a BPO or contact center. MCI offers competitive compensation and a variety of benefits, including paid time off and health coverage.

Qualifications

• 2+ years of experience in a supervisory role within a BPO or contact center.
• Strong leadership, coaching, and communication skills.
• Solid understanding of contact center KPIs, tools, and technologies.

Responsibilities

• Supervise and support a team of contact center agents to meet performance targets.
• Monitor real-time operations and manage schedules.
• Provide coaching and performance evaluations.

Skills

Leadership

Coaching

Communication

Contact Center KPIs

Microsoft Office

CRM/Contact Center Platforms

Education

Diploma or degree in Business or Communications

Job description

MCI Careers is looking for a Contact Center Operations Supervisor to lead a team of agents in Mesilla, New Mexico. This role involves managing daily operations, driving performance, and ensuring service excellence across client campaigns. The ideal candidate will have a background in business or communications and at least 2 years of supervisory experience in a BPO or contact center. MCI offers competitive compensation and a variety of benefits, including paid time off and health coverage.