Customer Service Supervisor I

Position Overview 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. Location: Manila, PH Job Type & Pay Job Type: Full-Time Pay Type: Hourly Team & Role Our Employee Development team is hiring experienced Customer Service Supervisors to support a variety of commercial and public sector clients. In this role, you’ll lead a team of inbound customer service agents, providing coaching, support, and performance management to ensure team success and client satisfaction. This is a full-time, on-site position. Candidates must be local and able to report to one of our physical contact center locations. To be considered, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. Position Responsibilities WHAT DOES SOMEONE IN THIS ROLE DO? Supervise and support a team of 15–25 front-line agents handling inbound calls. Coach team members on customer service best practices and performance improvement. Monitor KPIs and drive productivity, quality, and customer satisfaction. Conduct regular performance reviews and provide actionable feedback. Collaborate with internal teams including QA, Training, IT, and Recruiting. Manage scheduling, payroll submissions, and workforce planning. Support hiring, onboarding, and disciplinary actions as needed. Serve as a subject matter expert on client-specific processes and expectations. Candidate Qualifications Required Qualifications Minimum of 3 years of call center experience or 1 year in a supervisory role. Associate’s degree or equivalent combination of education and experience. Strong communication, leadership, and interpersonal skills. Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint). Experience with call center tools and performance metrics (KPIs, SLAs). Ability to manage conflict, prioritize tasks, and thrive in a fast-paced environment. Proven ability to coach and develop team members effectively. Preferred Qualifications Experience in military, local, state, or federal government environments. Degree from an accredited two- or four-year college or university. Experience managing both remote and on-site teams. Conditions of Employment 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. Compensation & Benefits What You Can Expect From MCI We offer a competitive compensation and benefits package designed to grow with you over time. Starting compensation is based on experience, with a variety of benefits and incentives to support and reward our team members. Benefits include: HMO Coverage plus a dependent; Rank & File: ₱100,000; Supervisors/Managers: ₱120,000 Dental Coverage; In-house dental assistance worth ₱5,000 Free meal during training Career growth and learning Allowances for rice, clothing, laundry and meals Performance and loyalty bonuses Frequent disinfection, fogging of workplace Opportunities for growth and promotion Employee shuttle services Company retreats and off-site events Plus, more in-office rewards, raffles, recognition gifts, and treats Note: Benefits may vary by geography; core commitment remains the same: rewarding effort and creating an environment where every employee feels valued. About MCI MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with BPO, staff augmentation, contact center services, and IT services needs. Diversity & Equality We embrace differences and are committed to a work environment free from discrimination. All aspects of employment are based on merit and qualifications. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements and will provide reasonable accommodations where required by law. Disclaimer The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer reserves the right to revise this job description at any time. This description is not an employment contract, and either party may terminate employment at any time for any reason. #J-18808-Ljbffr