Service Quality Manager II

2 days ago


Pasig, National Capital Region, Philippines MCI Military Recruitment Full time
About MCI

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.

We assist companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time.

Job Description

The ideal candidate would share and understand the high-growth objectives of the company. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent the organization internally and client-facing is a must.

The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.

Responsibilities

Supervisors are responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment.

They are responsible for ensuring call quality from start to finish and proactively seeking ways to improve internal processes and sales results program-wide.

  • Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling.
  • Responsible for coaching and developing reports on customer service processes and best practices.
  • Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.


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