POSITION OVERVIEW

MCI is a leading BPO service provider that delivers customer experience, business process outsourcing, and cloud technology solutions across multiple industries. The Contact Center Operations Supervisor will lead a team of agents in a dynamic BPO environment, managing day‑to‑day operations, driving performance, and ensuring service excellence across client campaigns.

POSITION RESPONSIBILITIES

• Supervise 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...