Contact Center Manager

Full-Time MCI is a fast‑growing tech‑enabled business services company operating in the USA and multiple countries. We provide Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services. Our contact centers employ both on‑site and remote agents who use advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We are looking for a strategic and results‑oriented Contact Center Manager to oversee daily operations of our BPO contact center. The role ensures service excellence, operational efficiency, and client satisfaction across multiple campaigns. Key Responsibilities Manage overall contact center operations, including staffing, performance, and service delivery. Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs. Collaborate with clients to understand business needs and align service goals. Analyze operational data and implement strategies to improve efficiency and customer satisfaction. Drive continuous improvement initiatives across training, quality, and workforce management. Ensure compliance with company policies, client requirements, and regulatory standards. Prepare and present performance reports to senior leadership and clients. Ideal Candidates Bachelor’s degree in Business, Operations, or a related field (preferred). 3+ years of experience in a contact center leadership role, preferably in a BPO environment. Proven ability to manage large teams and complex operations. Strong understanding of contact center metrics, tools, and technologies. Excellent leadership, communication, and problem‑solving skills. Experience working with international clients is a plus. All MCI Locations Must be authorized to work in the country where the job is based. Subject to the program and location of the position 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 from MCI Competitive compensation based on experience. HMO Coverage plus dependent coverage. 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 opportunities. Allowances for rice, clothing, laundry, and meals. Performance and loyalty bonuses. Frequent disinfection and fogging of workplace. Opportunities for growth and promotion. Employee shuttle services. Company retreats and off‑site events. Social events and recognition gifts. There are no disciplinary or benefits restrictions or exclusions that are not expressly stated here. Applicants are encouraged to complete a full application on our company careers page, including all screening questions and a brief pre‑employment test. All MCI Locations are committed to a diverse and inclusive work environment. We maintain a work environment free from discrimination and embrace differences. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our Equal Employment Opportunity Statement: MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. #J-18808-Ljbffr