Job Title

Experienced Call Center Operations Supervisor 3 months ago Be among the first 25 applicants MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are seeking an Experienced Operations Supervisor to lead a team of agents in delivering exceptional service across BPO campaigns. Youll be responsible for performance management, coaching, and ensuring operational excellence. This role requires completing a full application on our company careers page, including all screening questions and a brief pre-employment test. Key Responsibilities Supervise daily operations and ensure adherence to KPIs and SLAs. Monitor agent performance and provide regular coaching and feedback. Manage schedules, attendance, and real-time adherence. Handle escalated customer issues and ensure timely resolution. Collaborate with QA and Training to support agent development. Analyze performance reports and implement improvement strategies. Foster a positive, high-performance team culture. Candidate Fit All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: Associate Degree, Certification or Equivalent Combination of Training and Experience Minimum 3 years of experience in a supervisory role in a BPO contact center Strong leadership, communication, and problem-solving skills Proficiency in contact center tools, CRM systems, and reporting platforms Ability to manage performance in a fast-paced environment Location and Eligibility All MCI Locations Must be authorized to work in the country where the job is based Subject to program and location requirements including potential background checks and drug screening (drug screening may not apply in Canada) Compensation and Benefits At MCI, compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect from MCI Paid Time Off: Earn PTO and paid holidays Health Benefits: Supplemental health coverage for full-time employees Life Insurance: Options to safeguard loved ones Supplemental Insurance: Accident and critical illness coverage Career Growth: Focus on internal promotions and advancement opportunities Paid Training: Learn new skills while earning a paycheck Engaging Work Environment: Team-oriented culture Casual Dress Code Equity and Compliance We are committed to an inclusive workplace. MCI complies with applicable employment laws and does not discriminate on the basis of protected characteristics. Reasonable accommodations are provided during the hiring process and throughout employment as required by law. General Information The above job description provides a general overview of the role and is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer reserves the right to revise the job description at any time. This job does not constitute a contract of employment, and either party may terminate employment at any time, for any reason. #J-18808-Ljbffr