Call Center Sales Manager

Location: Manila, PH Bb Job Type Full‑Time Position Overview MCI is a technology‑enabled business services company that offers Customer Experience, Business Process Outsourcing, and cloud solutions across multiple industries. The Call Center Sales Manager will oversee the call center team, ensuring exceptional customer experience across phone and digital channels. The role requires a strong background in call center operations management, customer service, and technical support. Position Responsibilities Lead a team of 5‑10 call center supervisors responsible for inbound and outbound representatives Coach and develop reports on customer service processes and best practices Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity Drive a culture of accountability, continuous improvement, and personal excellence Direct workforce management activities and set performance goals and objectives Develop and maintain strategies to ensure customer satisfaction on all service interactions Motivate the team to maximize sales opportunities Oversee overall performance and productivity of direct reports Review and submit weekly payroll for accuracy Drive growth of revenue and profit originating from the call center Meet performance, efficiency, and quality assurance targets Monitor individual and team results, act on performance gaps Communicate key messages and process changes to direct reports Provide regular feedback on performance wins and improvement opportunities Collaborate with quality assurance, training, IT, and recruiting departments Develop quality assurance strategies and audit customer interactions Determine work procedures, prepare schedules, and expedite workflow Hire, coach, and terminate call center employees Serve as subject‑matter expert on client business Manage remote employees as needed Perform other duties as assigned Candidate Qualifications Required 18 years of age or older High school diploma or equivalent Experience with data entry using a computer Fluent English (reading and speaking) High‑speed internet connection (20 Mbps+ download) Excellent organizational, written, and oral communication skills Typing speed of at least 20 words/minute Ability to work scheduled shifts, including training period Basic Microsoft Office skills (Excel, PowerPoint, Word, Outlook) Reliable attendance and punctuality Customer‑service orientation (empathetic, responsive, patient) Conflict resolution and problem‑solving abilities Multi‑tasking and self‑management skills Strong team orientation and customer focus Thrives in fast‑paced, ambiguous environments Excellent interpersonal skills for building relationships with team and customers Preferred (Not Required) At least one year of experience in customer service, technical support, inside sales, or back‑office contact center roles State or federal work experience (e.g., government contracting) Conditions of Employment Applicants must be authorized to work in the country where the job is based and must be willing to submit to security and background investigations including fingerprinting and drug screening, as required. Compensation & Benefits Competitive base salary based on experience Health insurance (HMO) with dependent coverage Dental coverage and in‑house dental assistance worth ₱5,000 Free meals during training Career growth and learning opportunities Allowances for rice, clothing, laundry, and meals Performance and loyalty bonuses Frequent workplace disinfection and fogging Opportunities for growth and promotion Employee shuttle services Company retreats and off‑site events Recognition gifts, raffles, and rewards Physical Requirements This role requires sitting/standing for long periods while using a computer and telephone headset. Occasional light lifting up to 40 pounds is required. Reasonable Accommodation Under the Americans with Disabilities Act, MCI provides reasonable accommodations to qualified applicants and employees with disabilities unless such accommodations would cause undue hardship. Diversity & Equality MCI embraces diversity and is an equal‑opportunity employer. All employment decisions are made on the basis of merit and qualifications. MCI does not discriminate 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 protected characteristic. MCI considers qualified applicants with criminal histories in accordance with local and federal requirements. Disclaimer The purpose of this job description is to provide potential candidates with a general overview of the role. Not all duties, responsibilities, or qualifications are listed. The employer may revise the job description at any time. This description is not an employment contract. #J-18808-Ljbffr