Call Center Site Director

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. As a high growth organization with an entrepreneurial culture, we are committed to a high-octane, fun and collaborative work environment. As a member of our team you will have a high degree of responsibility and autonomy, giving you a unique opportunity to influence the organization's shape, direction and growth.

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.

Responsibilities

• Director is responsible for the management and development of supervisors and all other operational management associated with day-to-day contact center operations.
• Develop and implement operational strategy that ensures performance, culture and controls align with corporate and client objectives.
• Collaborate with corporate leadership; demonstrate initiative, sound judgment and leadership.
• Manage Sales Supervisors; oversee quality, production, and hours.
• Assist with implementation of strategic sales plans, ensuring alignment with corporate objectives.
• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity.
• Direct sales forecasting activities and set performance goals and objectives.
• Review guidelines and best practices to maintain a competitive edge.
• Develop and maintain strategy to ensure customer satisfaction on all sales transactions.
• Analyze market conditions, conduct competitive benchmarking and produce statistical reports on performance and sales trends.
• Provide team motivation and development to maximize sales opportunities; ensure overall performance and productivity of Supervisors.
• Oversee weekly payroll review and submission to ensure correct entries.
• Build and manage building maintenance and physical security of the facility.
• Other duties and responsibilities as assigned.

Candidate Qualifications

• Associate's degree and/or relevant work experience.
• Exceptional interpersonal and communication skills.
• Strong supervisory experience including staff development.
• Working knowledge of Microsoft Office (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.
• Effective conflict resolution skills (customer and agent).
• Time management, planning, organizational and multi-tasking skills;
• Ability to learn new products and systems; ability to work in a professional fast-paced environment.

Compensation Details

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

What You Can Expect From MCI

We offer benefits and incentives that go beyond a paycheck. Our team members enjoy:

• 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; allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses; opportunities for growth and promotion
• Employee shuttle services; company retreats and off-site events
• Social engagement and recognition programs
• Plus additional in-office rewards and treats

Compensation & Benefits That Fit Your Life

MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. Benefits may vary by geography, but the core commitment remains the same: rewarding effort, providing growth opportunities, and valuing every employee.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today

Physical Requirements

This job operates in a professional office environment. The role is largely sedentary; employees may be required to sit/stand for long periods while using a computer and headset. You may move about the office, reach, lift up to 40 pounds, and operate office equipment.

Conditions of Employment

• All MCI locations: Must be authorized to work in the country where the job is based.
• Background and security: Willing to undergo Level II background and/or security investigations with fingerprinting; drug screening; offers contingent on results.

Reasonable Accommodation

In line with the ADA, MCI provides reasonable accommodations on request to qualified applicants or employees, unless it would cause undue hardship. Contact Human Resources for accommodation requests.

Equal Opportunity Employer

MCI embraces diversity and is an equal opportunity employer. All aspects of employment are based on merit and qualifications. MCI maintains a work environment free from discrimination and harassment. See the policy statements regarding equal opportunity and accommodation for protected classes.

About MCI

MCI helps customers tackle CX and DX challenges with industry-leading solutions. MCI's family of companies provides BPO, IT services, staffing, and related solutions. Details about history and scale are provided for context and are not a contract. This job description is subject to revision at any time.

#J-18808-Ljbffr

---