Customer Service Supervisor II

Position Overview

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.

Our employee development team is looking for experienced call center customer service supervisors to support commercial and public sector clients. Supervisors in this role coach and develop a team of inbound customer service agents and are directly responsible for the performance of their team.

Candidates for this role should be highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.

This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations.

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.

What Does Someone in This Role Do?

The Customer Service Supervisor I/II and Sales Supervisor roles are responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment. They ensure call quality from start to finish and pro-actively seek ways to improve internal processes and sales results program-wide. Regular coaching and performance reviews are conducted to ensure maximum quality and production of direct reports. The role works closely with the Operations Manager to ensure adherence to corporate policies and procedures.

Key Responsibilities

• Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling.
• Coach and develop reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives accordingly.
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction.
• Provide team motivation and development to maximize sales opportunities.
• Responsible for the overall performance and productivity of direct reports.
• Responsible for weekly payroll review and submission to ensure correct entries.
• Responsible for driving the growth of revenue and profit originating from a call center.
• Proven ability to meet performance, efficiency, and quality assurance targets.
• Monitoring of individual and team results to identify and act on performance variances.
• Communicate key messages effectively to ensure direct reports are informed of process changes.
• Provide regular feedback to representatives regarding performance wins and opportunities.
• Work with other departments (quality assurance, training, IT, recruiting).
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Responsible for hiring, coaching, and terminating call center employees.
• Be a subject matter expert on your client's business.
• Manage remote employees as needed.
• Other duties and responsibilities as assigned.

Candidate Qualifications

Wonder if you are a good fit for this position?

The ideal candidate would share and understand the high-growth objectives of the company. This position requires leadership, creative thinking, and dedication to people. The ability to professionally represent the organization internally and client-facing is a must. The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.

Required Qualifications

• Minimum of 8 years of total call center experience or 1 year of call center management experience
• Associate's degree or equivalent combination of education and relevant work experience
• Exceptional interpersonal & communication skills
• Strong supervisory experience including staff development
• Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
• Demonstrated ability to drive sales through the actions of others
• Superior knowledge of call center tools and technology used to manage KPIs and SLAs
• Conflict resolution skills (customer and agent)
• Proven leadership with time management, planning, organizational, and multitasking skills
• Ability and eagerness to learn new products and systems
• Ability to work in a professional, fast-paced environment
• Strong understanding of the contact center environment and levers to enhance performance and achieve client and financial targets
• Clear, concise and practical communication skills (oral and written)
• Solution-oriented, positive mindset that embraces change and strives for ambitious goals
• Strong organizational skills with the ability to prioritize objectives with minimal assistance
• Ability to hold team members accountable for performance, adherence, KPIs, and processes
• Thrives in a fast-paced, ever-changing, high-pressure environment

Preferred Qualifications

• Military, local, state or federal government experience is a plus
• Graduation from an accredited two-year or four-year college or university is a plus
• Experience managing both remote and on-site reports is a plus

Compensation Details

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, your hard work deserves recognition and rewards. Our 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

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• 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
• Social and networking opportunities
• Plus, more in-office rewards and recognition gifts

Compensation & Benefits That Fit Your Life

MCI tailors offerings to fit the needs of our diverse team across locations. Benefits may vary by geography, but the core commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today

Physical Requirements

This job operates in a professional office environment. The employee will be largely sedentary and may be required to sit/stand for long periods while using a computer and headset. The employee may need to move about the office to accomplish tasks and occasionally lift up to forty (40) pounds.

Conditions of Employment

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 results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Reasonable Accommodation

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 occur. If accommodations are needed, please contact Human Resources.

Equal Opportunity Employer

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, customers, and community. All aspects of employment are based on merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI will consider qualified applicants with criminal histories consistent with local and federal requirements and will not tolerate discrimination or harassment based on protected characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline. Reasonable accommodations are provided to qualified employees with protected disabilities as required by law.

About MCI (Parent Company)

MCI helps customers tackle CX and DX challenges with industry-leading solutions that deliver exceptional experiences and drive performance. MCI provides BPO, staff augmentation, contact center services, and IT needs, with a broad portfolio of services across multiple brands and locations. This description is intended to provide a general overview and is not an all-inclusive list of duties, responsibilities, skills, or qualifications. You may be asked to perform other duties. Employment is at-will and the company reserves the right to revise this description at any time.

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