Sales Supervisor I

MCI CUSTOMER SERVICE SUPERVISOR – MANILA, PH JOB TYPE: Full‑Time PAY TYPE: Hourly 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. At the heart of our mission is a commitment to creating a workplace culture that empowers our agents and leaders to passionately represent our clients’ brands. We believe that happy agents create happy customers and that excellence is the result of intention, effort, and execution. We’re currently seeking experienced Customer Service Supervisors to lead teams supporting a variety of commercial and public sector clients. This is a full‑time, on‑site position requiring daily attendance 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. Position Responsibilities As a Sales Supervisor, you’ll manage the day‑to‑day performance and development of 15‑20 inbound agents. You’ll be responsible for driving results, improving processes, and ensuring a high standard of service and sales performance. You’ll also work closely with the Call Center Operations Manager to ensure alignment with company policies and goals. Key Responsibilities Lead and coach a team of 15‑20 inbound sales and service agents. Monitor performance metrics and drive improvements in productivity and quality. Conduct regular coaching sessions and performance reviews. Motivate the team to meet and exceed sales goals. Ensure accurate payroll submissions and adherence to scheduling. Collaborate with internal departments to support training, quality, and IT needs. Identify opportunities for process improvement and operational efficiency. Support hiring, onboarding, and performance management as needed. Candidate Qualifications The ideal candidate for this role would share and understand our high growth objectives. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent our company internally and client‑facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives. Associate’s degree or equivalent work experience. Minimum of 3 years in a call center environment or 1 year in a supervisory role. Strong leadership and team development skills. Excellent communication and interpersonal abilities. Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint). Experience with call center tools and KPI/SLA management. Ability to resolve conflicts and manage performance effectively. Strong organizational, time management, and multitasking skills. Eagerness to learn new systems and adapt in a fast‑paced environment. Conditions of Employment – All MCI Locations Must be authorized to work in the country where the job is based. Subject to 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. Compensation & Benefits 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. Health, Dental & Life (HMO) coverage plus a dependent. Dental coverage and 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 and fogging of workplace. Opportunities for growth and promotion. Employee shuttle services. Company retreats and off‑site events. Recognition gifts and raffles. Extra rewards in the office. Physical Requirements This job operates in a professional office environment. You will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. Occasionally you will move around the office, reach, lift up to 40 pounds, and perform other office tasks. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), MCI policies provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. Diversity and Equality At MCI, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment are based solely on merit and qualifications. We maintain a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI’s commitment to a diverse and equal‑opportunity work environment. About MCI MCI helps customers take on their CX and DX challenges differently, creating industry‑leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT services. MCI’s subsidiaries operate worldwide, employing over 10,000 talented individuals and serving more than 150 diverse clients across multiple brands. Disclaimer The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all‑inclusive list of duties, responsibilities, skills, and qualifications. You may be asked to perform other duties. The employer has the right to revise this job description at any time. #J-18808-Ljbffr