Customer Service Supervisor II

Manila, PH Job Type Full‑Time Position Overview MCI is a leading tech‑enabled business services company with a strong call center footprint across multiple countries. Working with clients in healthcare, retail, government, education, telecom, technology e‑commerce, and financial services, MCI delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud solutions. The Employee Development team is looking for experienced call center Customer Service Supervisors who will coach and develop inbound customer service agents and drive their team’s performance. Position Responsibilities What does someone in this role do? Lead a team of 15‑25 entry‑level front‑line customer service agents responsible for inbound call handling. Coaching and developing reports on customer‑service processes and best practices. Managing metrics, performance criteria, policies, and procedures to continuously improve call‑center productivity. Driving a culture of accountability, continuous improvement, and personal excellence. Directing workforce‑management activities and setting performance goals and objectives accordingly. Developing and maintaining strategies to ensure customer satisfaction on all service interactions. Providing team motivation and development to maximize sales opportunities. Overseeing the overall performance and productivity of direct reports. Reviewing and submitting weekly payroll to ensure correct entries. Driving revenue and profit growth originating from the call center. Meeting performance, efficiency, and quality assurance targets. Monitoring individual and team results to identify and act on both positive and negative performance. Communicating key messages effectively to keep reports informed of process changes. Providing regular feedback to representatives on performance wins and areas for improvement. Collaborating with other departments such as quality assurance, training, IT, and recruiting. Auditing quality‑assurance strategies to ensure world‑class service delivery. Determining work procedures, preparing work schedules, and expediting workflow. Hiring, coaching, and terminating call‑center employees as needed. Serving as a subject‑matter expert on client business. Managing remote employees when required. Performing other duties as assigned. Candidate Qualifications Are you a good fit for this position? The ideal candidate shares MCI’s high‑growth objectives and demonstrates advanced leadership, creative thinking, and dedication to people. The role requires strong business judgment and the ability to collaborate across departments and locations. Required Qualifications Minimum 8 years of total call center experience or 1 year of call center management experience. Associate’s degree or equivalent combination of education and relevant work experience. Exceptional interpersonal and communication skills. Strong supervisory experience, including staff development. Advanced knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint). Ability to drive sales through the actions of others. Superior knowledge of call‑center tools and technology for managing KPIs and SLAs. Practical conflict‑resolution skills (both customer and agent). Leader with advanced time‑management, planning, organizational and multitasking skills. Eagerness to learn new products and systems. Ability to work in a professional, fast‑paced environment. Strong understanding of the contact‑center environment and key levers to enhance performance and achieve client/financial targets. Clear, concise and practical oral and written communication. Solution‑oriented, positive mindset that embraces change and strives for ambitious goals. Strong organizational skills with the ability to prioritize objectives independently. Ability to hold team members accountable for job performance, adherence, KPIs, and process. Thriving in a fast‑paced, ever‑changing, high‑pressure environment. Preferred Qualifications Military or government experience is a plus. Graduation from an accredited two‑year or four‑year college or university is a plus. Experience managing both remote and on‑site reports is a plus. Conditions of Employment All MCI Locations Must be authorized to work in the country where the job is based. Subject to the program and location of the position Submission of a Level II background and/or security investigation, including fingerprint. Job offers contingent on background/security investigation results. Submission to drug screening. Job offers contingent on drug screening results. Compensation and Benefits Starting compensation is based on experience. MCI offers competitive benefits, including: HMO coverage: ₱100 000 for rank & file, ₱120 000 for supervisors/Managers. Dental coverage with in‑house assistance worth ₱5 000. Meal during training, lunch allowances, and other food benefits. Career growth and learning opportunities. Performance and loyalty bonuses. Regular workplace sanitization. Employee shuttle services and company retreats. In‑office rewards, raffles, recognition gifts, and treats. Physical Requirements This role is largely sedentary, requiring the use of a computer and telephone headset. Employees may need to sit/stand for long periods, operate office equipment, move objects up to 40 lb, and sometimes move around the office. Reasonable Accommodation Following the ADA, MCI provides reasonable accommodations upon request unless undue hardship would result. Contact Human Resources with accommodation requests. Diversity and Equality MCI embraces diversity and maintains a discrimination‑free workplace. Employment decisions are based solely on merit and qualifications. MCI does not discriminate based on age, ancestry, color, gender identity, genetics, marital status, medical condition, national origin, disability, religion, sex, sexual orientation, or other protected characteristics. MCI considers qualified applicants with criminal histories in a manner consistent with local and federal requirements and will not tolerate discrimination or harassment. #J-18808-Ljbffr