Call Center Operations Manager I

Manila, PH Job Type : Full‑Time Position Overview MCI is a fast‑growing business services company with a strong call‑center footprint. Designed to deliver Customer Experience (CX), Business Process Outsourcing (BPO), and cloud‑technology solutions across healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services, MCI powers both on‑site and remote agents. This role supports commercial and public‑sector clients by coaching and developing a squad of 5‑10 supervisors and driving performance across a complex call‑center environment. Position Responsibilities Operations Manager: responsible for the day‑to‑day activity and development of supervisors, ensuring call quality from start to finish, proactively improving internal processes, leading business meetings, coaching reports, and maintaining adherence to corporate policies. Key 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 improve call‑center productivity continuously. Drive a culture of accountability, continuous improvement, and personal excellence. Direct workforce management activities and set performance goals and objectives accordingly. Develop and maintain a strategy to ensure customer satisfaction on all service interactions. Provide team motivation and development to maximize sales opportunities. Ensure overall performance and productivity of direct reports. Review and submit weekly payroll to ensure correct entries. Drive revenue and profit growth originating from the call center. Meet performance, efficiency, and quality assurance targets. Monitor individual and team results to identify and act on both positive and negative performance. Communicate key messages to ensure direct reports are informed of process changes. Provide regular feedback to supervisors on performance wins and improvement areas. Collaborate with quality assurance, training, IT, and recruiting. Develop and audit quality assurance strategies to ensure world‑class service. Define work procedures, prepare schedules, and expedite workflow. Hire, coach, and terminate call‑center employees. Serve as a subject‑matter expert on client business. Manage remote employees as needed. Perform other duties as assigned. Candidate Qualifications Required Must be 18 years of age or older. High school diploma or equivalent. Experience with computer data entry. Fluent English speaking and reading. High‑speed internet connection (20 Mbps+). Excellent written and oral communication skills. Type 20+ words per minute accurately. Available for scheduled shifts, including training. Basic Microsoft Office Suite (Excel, PowerPoint, Word, Outlook). Reliable attendance and punctuality. Ability to evaluate, troubleshoot, and follow‑up on customer issues. Strong conflict resolution, problem‑solving, and negotiation aptitude. Customer‑service orientation (empathetic, patient, conscientious). Multitask, stay focused, and self‑manage. Team orientation. Adaptability in a fast‑paced environment with frequent change. Excellent interpersonal skills and relationship building. Preferred (Not Required) One (1) year of experience in customer service, technical support, inside sales, or back‑office contact‑center environment. State or Federal work experience. Conditions of Employment Must be authorized to work in the Philippines. Must submit to a LEVEL II background/security investigation with a fingerprint. Must submit to drug screening. Compensation & Benefits Starting compensation is based on experience. Benefits include training, career growth, allowances for rice, clothing, laundry, and meals, performance and loyalty bonuses, shuttle services, company retreats and off‑site events, and a variety of health coverage options. HMO coverage for employee and dependent. Dental coverage. Free meals during training. Ashallow allowance of ₱5,000 for dental assistance. Frequent workplace disinfection and fogging. Physical Requirements The role is largely sedentary, requiring frequent use of computer, telephone headset, and occasional movement. Employees may need to reach and lift up to 40 pounds. Reasonable Accommodation In compliance with the Americans with Disabilities Act (ADA), MCI will provide reasonable accommodations to qualified applicants and employees with disabilities, unless they would cause undue hardship. Diversity & Equality MCI values diversity and is an equal‑opportunity employer, offering employment in accordance with all applicable laws and regulations. MCI prohibits discrimination on the basis of age, race, color, genetic information, national origin, gender identity or expression, sexual orientation, religious preference, disability, marital status, or any other protected characteristic. #J-18808-Ljbffr