Job Description

Position

Full‑Time

Experienced Operations Supervisor to lead a team of agents across BPO campaigns. Responsible for performance management, coaching and ensuring operational excellence.

Key Responsibilities
  • Supervise daily operations and ensure adherence to KPIs and SLAs.
  • Monitor agent performance and provide regular coaching and feedback.
  • Manage schedules, attendance and real‑time adherence.
  • Handle escalated customer issues and ensure timely resolution.
  • Collaborate with QA and Training to support agent development.
  • Analyze performance reports and implement improvement strategies.
  • Foster a positive, high‑performance team culture.
Qualifications and Desired Stack
  • Associate Degree, Certification or equivalent combination of training and experience.
  • Minimum 3 years of experience in a supervisory role in a BPO contact center.
  • Strong leadersh...

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