Contact Center Manager

3 weeks ago

San Fernando, Central Luzon, Philippines MCI Full time
Overview

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 strategic and results-oriented Contact Center Manager to oversee the daily operations of our BPO contact center. This leadership role is responsible for ensuring service excellence, operational efficiency, and client satisfaction across multiple campaigns. If you're a strong leader with a passion for people and performance, we'd love 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
  • Manage overall contact center operations, including staffing, performance, and service delivery.
  • Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs.
  • Collaborate with clients to understand business needs and ensure alignment with service goals.
  • Analyze operational data and implement strategies to improve efficiency and customer satisfaction.
  • Drive continuous improvement initiatives across training, quality, and workforce management.
  • Ensure compliance with company policies, client requirements, and regulatory standards.
  • Prepare and present performance reports to senior leadership and clients.
Qualifications
  • Bachelor's degree in Business, Operations, or a related field (preferred).
  • 3+ years of experience in a contact center leadership role, preferably in a BPO environment.
  • Proven ability to manage large teams and complex operations.
  • Strong understanding of contact center metrics, tools, and technologies.
  • Excellent leadership, communication, and problem-solving skills.
  • Experience working with international clients is a plus.
Other Requirements and Benefits
  • 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

At MCI, compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and a variety of benefits and incentives are offered to support and reward our team members. Specific benefits may vary by geography.

What you can expect includes:

  • HMO Coverage plus a dependent
  • Rank & File ₱100,000 coverage; Supervisors/Managers ₱120,000 coverage
  • Dental Coverage and in-house dental assistance
  • Free meals during training
  • Career growth and learning opportunities
  • Allowances for rice, clothing, laundry, and meals
  • Performance and loyalty bonuses
  • Employee shuttle services, company retreats, and other on-site rewards

We are committed to balancing work and life, and we provide opportunities for growth and advancement within the organization.

Work Environment

This job operates in a professional office environment. It may require long periods of sitting and extensive use of a computer and telephone headset. Reasonable accommodations will be provided in accordance with applicable laws.

Note: This description is a general overview and not an all-inclusive list of duties or qualifications. The employer reserves the right to revise the job description at any time. This is not a contract of employment and either party may terminate employment at any time for any reason.


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