Contact 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 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 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.

Qualifications

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.

Requirements and Compliance

Must be authorized to work in the country where the job is based.
Subject to the program and location of the position; 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 (not applicable in Canada).

What You Can Expect

Competitive compensation and benefits packages that grow with you over time.
Starting compensation based on experience; various benefits and incentives.
HMO coverage plus dependent and in-house dental support; salary-based ranges for supervisors/managers.
Additional benefits: meal during training, career growth, allowances, bonuses, employee shuttle, company events, and more.

Contact Center Manager