Contact Center Team Lead
3 days ago
Job Overview
">This is a challenging leadership role for a highly motivated individual who can drive results and lead teams to achieve excellence. The Contact Center Operations Supervisor will be responsible for managing day-to-day operations, driving performance, and ensuring service excellence across client campaigns.
The ideal candidate should have a strong background in leadership, coaching, and communication skills, with a solid understanding of contact center KPIs, tools, and technologies.
We are looking for someone who can foster a positive, high-performance team culture focused on customer satisfaction.
Key Responsibilities:
- Manage and support a team of contact center agents to meet performance targets and client SLAs.
- Monitor real-time operations, manage schedules, and ensure adherence to workforce plans.
- Provide coaching, feedback, and performance evaluations to drive continuous improvement.
- Handle escalated customer issues and ensure timely resolution.
- Collaborate with QA, Training, and Workforce teams to align on goals and improve service delivery.
- Analyze performance reports and implement action plans to address gaps.
Requirements:
- Diploma or degree in Business, Communications, or a related field (preferred).
- 2+ years of experience in a supervisory role within a BPO or contact center.
- Strong leadership, coaching, and communication skills.
- Solid understanding of contact center KPIs, tools, and technologies.
- Proficiency in Microsoft Office and CRM/contact center platforms.
Benefits:
- HMO, Medical and Dental coverage
- Free meal during training
- Career growth and learning
- Allowances (Rice, Clothing, Laundry, Meal)
- Performance and loyalty bonuses
About the Company
">Physical RequirementsThis job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.
Reasonable AccommodationConsistent with the Americans with Disabilities Act (ADA), it is the policy of MCI to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.
Diversity and EqualityAt MCI, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.
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