Contact Center Operations Supervisor

Overview Full-Time

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 looking for a results-driven Contact Center Operations Supervisor to lead a team of agents in a dynamic BPO environment. You will be responsible for managing day-to-day operations, driving performance, and ensuring service excellence across client campaigns. If you thrive in a fast-paced setting and have a passion for leadership, we want to hear from you.

Note : To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities Supervise and support a team of contact center agents to meet performance targets and client SLAs.

Monitor real-time operations, manage schedules, and ensure adherence to workforce plans.

Provide coaching, feedback, and performance evaluations to drive continuous improvement.

Handle escalated customer issues and ensure timely resolution.

Collaborate with QA, Training, and Workforce teams to align on goals and improve service delivery.

Analyze performance reports and implement action plans to address gaps.

Foster a positive, high-performance team culture focused on customer satisfaction.

Qualifications Diploma or degree in Business, Communications, or a related field (preferred).

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.

Proficiency in Microsoft Office and CRM / contact center platforms.

Ability to work flexible shifts, including weekends or holidays.

All MCI Locations Must be authorized to work in the country where the job is based.

Compliance and Background Must be willing to submit up to a LEVEL II background and / or security investigation with a fingerprint. Job offers are contingent on background / security investigation results.

Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

What You Can Expect At MCI, compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, with a variety of benefits and incentives.

HMO Coverage plus a dependent; Rank & File ₱100,000 coverage; Supervisors / Managers ₱120,000 coverage.

Dental Coverage; In-house dental assistance worth ₱5,000.

Free meal during training; Career growth and learning; Allowances for rice, clothing, laundry and meals; Performance and loyalty bonuses.

Frequent disinfection, fogging of workplace; Opportunities for growth and promotion; Employee shuttle services; Company retreats and off-site events.

Sharpen social skills while meeting people and making new friends; Plus additional in-office rewards and recognitions.

Compensation & Benefits MCI takes pride in tailoring offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits may vary by geography, the core commitment remains to reward effort, provide growth opportunities, and create an environment where every employee feels valued. If you’re ready to join and grow with us, apply today.

Work Environment and Disclaimer This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset. The employee may occasionally move about the office to accomplish tasks; reach in any direction; raise or lower objects; move objects; and may exert up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless undue hardship would result. If reasonable accommodations are needed, please contact Human Resources.

Equal Opportunity MCI embraces diversity and is committed to a work environment free from discrimination. All aspects of employment are based on merit and qualifications. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI does not discriminate on age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or any other characteristic protected by law. Reasonable accommodations are provided as required by law.

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