Call Center Operations Manager I

Overview

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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.

Our team is looking for experienced call center leaders to support commercial and public sector clients. Managers in this role coach and develop a team of 5 - 10 supervisors and are directly responsible for the performance of their team. This is a full-time, on-site position and requires reporting to work at one of our physical contact center locations.

Responsibilities

• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
• Coach and develop reports on customer service processes and best practices
• Manage metrics, performance criteria, policies and procedures to improve call center productivity
• Drive a culture of accountability, continuous improvement, and personal excellence
• Direct workforce management activities and set performance goals and objectives
• Develop and maintain strategy to ensure customer satisfaction across service interactions
• Provide team motivation and development to maximize sales opportunities
• Oversee overall performance and productivity of direct reports; conduct performance reviews and coaching
• Assist with weekly payroll review and submission to ensure correct entries
• Drive revenue and profit growth originating from the call center
• Monitor individual and team results and act on positive and negative performance
• Communicate key messages to ensure direct reports are informed of process changes
• Provide regular feedback to supervisors on performance wins and opportunities
• Collaborate with QA, training, IT, recruiting and other departments
• Develop and audit quality assurance strategies to deliver world-class service
• Determine work procedures, prepare schedules, and manage workflow
• Hire, coach, and terminate call center employees as needed
• Be a subject matter expert on the client's business
• Manage remote employees as needed
• Other duties as assigned

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• Ability to read and speak English fluently
• Wired, high-speed internet connection (Download speed 20 Mbps+)
• Excellent organizational, written, and oral communication skills
• Typing speed 20+ words per minute
• Ability to work regularly scheduled shifts within hours of operation, including training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer/Windows applications and ability to learn new systems
• Reliable with regular attendance and punctuality
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem solving and negotiation
• Customer service oriented (empathetic, responsive, patient, conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Thrives in a fast-paced environment with change and ambiguity
• Excellent interpersonal skills and ability to build relationships with team and customers

Preferred (Not Required)

• One year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center
• State or Federal work experience

Compensation & Benefits

At MCI, compensation and benefits packages are competitive and designed to recognize contributions and support growth. Starting compensation is based on experience.

What You Can Expect From MCI

• HMO Coverage plus a dependent; Rank & File: ₱100,000, Supervisors/Managers: ₱120,000
• Dental coverage; In-house dental assistance worth ₱5,000
• Free meals 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
• Social opportunities and recognition rewards

Compensation & Benefits That Fit Your Life: Benefits may vary by geography, but the core commitment remains the same: rewarding effort and providing growth opportunities.

Physical Requirements

This job operates in a professional office environment. The employee will be largely sedentary and will sit/stand for long periods while using a computer and telephone headset. May move objects up to 40 pounds.

Conditions of Employment

• All MCI locations: Must be authorized to work in the country where the job is based
• Background/security investigation with fingerprint may be required; drug screening may be required

Reasonable Accommodation

We provide reasonable accommodations as required by law. Contact Human Resources for requests.

Equal Opportunity Employer

MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. MCI prohibits discrimination and harassment and ensures a diverse and inclusive workplace. See full policy for details.

About MCI

MCI helps customers take on CX and DX challenges with industry-leading solutions, including BPO, contact center services, IT services, and more. MCI employs 10,000+ individuals with 150+ client partners across multiple brands.

The company 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.

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