Experienced Call 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 looking for an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment.

Responsibilities
  • Oversee daily operations of the contact center, ensuring KPIs and SLAs are consistently met.
  • Lead and mentor supervisors, team leads, and support staff.
  • Analyze performance data and implement strategies for improvement.
  • Collaborate with clients to align on goals, expectations, and service delivery.
  • Manage workforce planning, scheduling, and resource allocation.
  • Drive employee engagement, retention, and professional development.
  • Ensure compliance with company policies and client requirements.
Qualifications
  • Bachelor's degree in Business, Operations, or a related field.
  • 5+ years of experience in a contact center, with at least 2 years in a management role.
  • Strong leadership, analytical, and communication skills.
  • Proficiency in contact center tools, CRM systems, and reporting platforms.
  • Experience managing multiple teams or campaigns.
All MCI Locations and Compliance
  • 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, Benefits, and What to Expect

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

  • HMO Coverage plus a dependent
  • Rank & File ₱100,000 coverage; Supervisors/Managers ₱120,000 coverage
  • 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 other in-office rewards, raffles, recognition gifts, and treats
Work Environment and Legal

This job operates in a professional office environment. The employee may be sedentary for long periods and may need to move objects and lift up to 40 pounds as required. MCI provides reasonable accommodations as required by applicable laws. MCI adheres to a diverse and equal opportunity work environment and does not discriminate based on protected characteristics. Reasonable accommodation requests can be directed to Human Resources.

The above description is intended to describe the general scope of the role. It is not an all-inclusive list of duties, responsibilities, skills, or qualifications. The employer reserves the right to revise this description at any time, and to terminate employment at will.


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