BPO Operations Director

Location: Angeles City, Philippines. Employment type: Full-Time.

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.

We are seeking a BPO Operations Director to join our team. The Director is responsible for the management and development of supervisors and all other operational management associated with day-to-day contact center operations. Operationally, the Associate Director is responsible for the development and implementation of all operational strategy that ensures that performance, culture and overarching contact center controls and processes are aligned with corporate and client objectives. This role works closely with corporate leadership and requires a high degree of initiative, sound judgment and leadership. The ideal candidate for this role would share and understand the high growth objectives of Mass Markets. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent Mass Markets 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.

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.

• Manage Sales Supervisors
• Oversee quality, production, and hours
• Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives
• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
• Directs sales forecasting activities and sets performance goals and objectives accordingly
• Review and provide guidelines and best practices for maintaining competitive edge
• Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
• Analyze and respond to changing market conditions, to include competitive benchmarking
• Analyze trends which includes producing statistical reports on individual performance and sales trends
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of Supervisors
• Responsible for weekly payroll review and submission to ensure correct entries
• Building management of all building maintenance
• Responsible for the physical security of the building
• Other duties and responsibilities as assigned

• Associate’s degree and/or relevant work experience
• Exceptional interpersonal and communication skills
• Strong supervisory experience including staff development
• Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
• Demonstrated ability to drive sales through the actions of others
• Understanding of call center tools and technology used to manage KPIs and SLAs
• Possess effective conflict resolution skills (both customer and agent conflict)
• Possess time management, planning, organizational and multi-tasking skills
• Ability to learn new products and systems
• Ability to work in a professional fast-paced environment

• Must be authorized to work in the country where the job is based
• Must be willing to submit to a Level II background and/or security investigation with fingerprint; background results may affect offers
• Must be willing to submit to drug screening; offers contingent on results

Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience. We offer a variety of benefits and incentives to support and reward our team members.

What you can expect from MCI:

• HMO coverage (including dependents)
• 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; frequent disinfection and workplace safety measures
• Opportunities for growth and promotion; employee shuttle services
• Company retreats and off-site events

Compensation and benefits that fit your life: MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. Specific benefits may vary by geography; core commitment is growth opportunities and an environment where every employee feels valued.

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and headset. The employee may occasionally move about the office; perform other physical tasks; up to 40 pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations on request for qualified applicants or employees with disabilities. If accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, customers, and community. All aspects of employment are based on merit and qualifications; MCI maintains a work environment free from discrimination. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any applicant on the basis of age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, pregnancy, sexual orientation, or any other characteristic protected by applicable laws. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics and provides reasonable accommodations as required by law.

MCI helps customers take on CX and DX challenges by delivering industry-leading solutions for BPO, staff augmentation, contact center services, and IT needs. MCI employs 10,000+ professionals with 150+ client partners across various brands.

The employer reserves the right to revise this job description at any time. This description is not a contract of employment, and either party may terminate at any time for any reason.