Contact Center Manager

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.

Key Requirements

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

• 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.

Ideal Candidate

• 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.

Employment Conditions

• 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 we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

• HMO Coverage plus a dependent, Rank & File ₱100,000 coverage, Supervisors/Managers ₱120,000 coverage
• Dental Coverage with 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
• Sharpen your social skills while meeting people and making new friends
• Plus, more in-office rewards, raffles, recognition gifts, and treats

Note: Specific benefits and incentives may vary by geography.

Work Environment

This job operates in a professional office environment. 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. May move about the office to accomplish tasks; ability to lift up to 40 pounds as needed.

Consistent with ADA, MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless it would cause undue hardship. If reasonable accommodations are needed, please contact Human Resources.

Equal Opportunity

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit. All aspects of employment are based on merit and qualifications. MCI maintains a work environment free from discrimination and is committed to equal opportunity for all employees and applicants. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI does not discriminate or harass on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by law. Reasonable accommodations are provided where required by law.

Company Background

MCI helps customers take on CX and DX challenges by delivering industry-leading solutions. The company provides contact center services, IT services, BPM/BPO, and related offerings across multiple brands and locations. The employer reserves the right to revise this description at any time. This job description is not a contract of employment and may be terminated by either party at any time for any reason.

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