Contact Center Operations Lead - Performance & Coaching

MCI; Wichita (KS); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off

Comprehensive health benefits

Incentives & Rewards

Job summary

MCI is hiring a Contact Center Operations Supervisor in Wichita, Kansas, to oversee a team of agents and operational performance in a BPO environment. The ideal candidate will have 2+ years of supervisory experience and strong leadership skills.

Responsibilities include managing daily operations, driving performance, and fostering a high-performance team culture. The role offers benefits like paid time off and health coverage.

Qualifications

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

Skills

Leadership

Coaching

Communication

Contact center KPIs

Microsoft Office

Education

Diploma or degree in Business, Communications, or related field

Tools

CRM/contact center platforms

Job description

MCI is hiring a Contact Center Operations Supervisor in Wichita, Kansas, to oversee a team of agents and operational performance in a BPO environment. The ideal candidate will have 2+ years of supervisory experience and strong leadership skills.

Responsibilities include managing daily operations, driving performance, and fostering a high-performance team culture. The role offers benefits like paid time off and health coverage.