Contact Center Operations Supervisor

Full-Time MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including health‑care, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry‑leading organization. We are looking for a results‑driven Contact Center Operations Supervisor to lead a team of agents in a dynamic BPO environment. You will be responsible for managing day‑to‑day operations, driving performance, and ensuring service excellence across client campaigns. If you thrive in a fast‑paced setting and have a passion for leadership, we want to hear from you. 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 Supervise and support a team of contact center agents to meet performance targets and client SLAs. Monitor real‑time operations, manage schedules, and ensure adherence to workforce plans. Provide coaching, feedback, and performance evaluations to drive continuous improvement. Handle escalated customer issues and ensure timely resolution. Collaborate with QA, Training, and Workforce teams to align on goals and improve service delivery. Analyze performance reports and implement action plans to address gaps. Foster a positive, high‑performance team culture focused on customer satisfaction. Qualifications All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the following qualities: Diploma or degree in Business, Communications, or a related field (preferred). 2+ years of experience in a supervisory role within a BPO or contact center. Strong leadership, coaching, and communication skills. Solid understanding of contact center KPIs, tools, and technologies. Proficiency in Microsoft Office and CRM/contact center platforms. Ability to work flexible shifts, including weekends or holidays. Locations and Eligibility Must be authorized to work in the country where the job is based. Background & Security 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 & Benefits HMO coverage plus a dependent Dental coverage Free meal during training Career growth and learning opportunities 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 In‑office rewards, raffles, recognition gifts, and treats Physical Demands This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. ADA Accommodations Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. EEO Statement At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. 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 employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We look forward to reviewing your application. Apply today #J-18808-Ljbffr