Senior Call Center Operations Lead

MCI; Tampa (FL); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Paid Training

Job summary

MCI is looking for an Experienced Operations Supervisor to lead a team in delivering exceptional service across BPO campaigns in Tampa, Florida. Responsibilities include supervising operations, managing schedules, and coaching agents. The ideal candidate has a minimum of 3 years in a supervisory role and an Associate Degree or equivalent.

Join MCI for a rewarding career with competitive compensation and benefits, including paid time off and health coverage. Apply today to support a leading organization in enhancing customer experience.

Qualifications

• Minimum 3 years of experience in a supervisory role in a BPO contact center.
• Ability to manage performance in a fast-paced environment.

Responsibilities

• Supervise daily operations and ensure adherence to KPIs and SLAs.
• Monitor agent performance and provide regular coaching and feedback.
• Handle escalated customer issues and ensure timely resolution.

Skills

Leadership skills

Communication skills

Problem-solving skills

Proficiency in contact center tools

Education

Associate Degree or equivalent

Tools

CRM systems

Reporting platforms

Job description

MCI is looking for an Experienced Operations Supervisor to lead a team in delivering exceptional service across BPO campaigns in Tampa, Florida. Responsibilities include supervising operations, managing schedules, and coaching agents. The ideal candidate has a minimum of 3 years in a supervisory role and an Associate Degree or equivalent.

Join MCI for a rewarding career with competitive compensation and benefits, including paid time off and health coverage. Apply today to support a leading organization in enhancing customer experience.