Experienced Call Center Manager

4 weeks ago

San Fernando, Central Luzon, Philippines MCI Full time
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.

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

Key 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.
Ideal 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
  • Must be authorized to work in the country where the job is based.
  • Subject to the program and location of the position
Background Checks and Screening
  • 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

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

We offer a variety of 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; 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, more in-office rewards and recognition
Disclosures

The job operates in a professional office environment and may require prolonged periods of computer use. MCI complies with applicable disability laws and provides reasonable accommodations to qualified applicants or employees when requested. This description is not a contract for employment and may be revised at any time. MCI is an equal opportunity employer and does not discriminate on any protected characteristic.


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