Contact Center Operations Lead - Performance & Coaching

MCI; Tampa (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Disability Insurance

Life Insurance

Career Growth

Paid Training

Casual Dress Code

Job summary

MCI is seeking a results-driven Contact Center Operations Supervisor to lead a team of agents in Tampa, Florida. This role involves managing daily operations, driving performance, and ensuring service excellence across client campaigns.

Candidates should have a diploma or degree in a relevant field, 2+ years of supervisory experience, and strong communication skills. The position provides a collaborative work environment with benefits including health coverage after 60 days, paid time off, and opportunities for career growth.

Qualifications

• 2+ years of experience in a supervisory role within a BPO or contact center.
• Solid understanding of contact center KPIs, tools, and technologies.
• Ability to work flexible shifts, including weekends or holidays.

Responsibilities

• Supervise and support a team of contact center agents to meet performance targets.
• Monitor real-time operations and ensure adherence to workforce plans.
• Provide coaching, feedback, and evaluations to drive continuous improvement.

Skills

Leadership

Coaching

Communication

KPI understanding

Flexibility

Education

Diploma or degree in Business, Communications, or related field

Tools

Microsoft Office

CRM/contact center platforms

Job description

MCI is seeking a results-driven Contact Center Operations Supervisor to lead a team of agents in Tampa, Florida. This role involves managing daily operations, driving performance, and ensuring service excellence across client campaigns.

Candidates should have a diploma or degree in a relevant field, 2+ years of supervisory experience, and strong communication skills. The position provides a collaborative work environment with benefits including health coverage after 60 days, paid time off, and opportunities for career growth.