Cable Operations Supervisor

Overview

Position: Cable Operation Supervisor

Location: Manila, PH

JOB TYPE: Full-Time

MCI is a tech-enabled business services company with a global footprint in CX, BPO, and XaaS cloud technology solutions across multiple industries. We leverage both on-site and remote agents to enhance customer journeys, drive scalability and reduce costs. The role is a full-time, on-site position requiring reporting to a physical contact center location.

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 continuously improve productivity.
• Promote a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals for direct r...