Experienced Call Center Manager

16 hours ago

San Fernando, Philippines MCI Full time

Overview Join to apply for the Experienced Call Center Manager role at MCI . Full-Time MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet the diverse needs of our clients. We are looking for an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment. 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. Key Responsibilities Oversee daily operations of the contact center, ensuring KPIs and SLAs are consistently met. Lead and mentor supervisors, team leads, and support staff. Analyze performance data and implement strategies for improvement. Collaborate with clients to align on goals, expectations, and service delivery. Manage workforce planning, scheduling, and resource allocation. Drive employee engagement, retention, and professional development. Ensure compliance with company policies and client requirements. Qualifications Bachelor’s degree in Business, Operations, or a related field. 5+ years of experience in a contact center, with at least 2 years in a management role. Strong leadership, analytical, and communication skills. Proficiency in contact center tools, CRM systems, and reporting platforms. Experience managing multiple teams or campaigns. Locations and Legal/Compliance All MCI Locations: Must be authorized to work in the country where the job is based. 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) Compensation and Benefits Starting compensation is based on experience; competitive benefits and incentives to support and reward team members. 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 meals during training; career growth and learning; allowances for rice, clothing, laundry, and meals. Performance and loyalty bonuses; routine workplace disinfection; opportunities for growth and promotion. Employee shuttle services; company retreats and off-site events; social and networking opportunities. Work Environment and Equal Opportunity This job operates in a professional office environment. Reasonable accommodations are provided in accordance with applicable laws. MCI maintains a work environment free from discrimination and encourages diversity. This description is intended to provide a general overview of the role and is not an all-inclusive list of duties, responsibilities, skills, or qualifications. The employer reserves the right to revise this job description at any time. #J-18808-Ljbffr

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