Experienced Call Center Operations Supervisor

MCI Careers • Westmount, NS

129d • Onsite

About The Position

MCI is a rapidly growing tech-enabled business services company with a significant call center presence and operations in multiple countries. They offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Their contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer interactions, scalability, and cost reduction. MCI is dedicated to creating a professional environment that supports career development, continuous learning, and contributes to the success of a global organization. They are looking for an experienced Operations Supervisor to lead a team of agents in delivering excellent service for BPO campaigns, focusing on performance management, coaching, and operational excellence. To be considered, candidates must complete a full application on the company careers page, including screening questions and a pre-employment test.

Requirements

• 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 leadership, communication, and problem-solving skills.
• Proficiency in contact center tools, CRM systems, and reporting platforms.
• Ability to manage performance in a fast-paced environment.

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.

Benefits

• Paid Time Off
• Paid holidays
• Supplemental health coverage through Blue Cross
• Life insurance options
• Accident and critical illness insurance
• Career Growth opportunities (internal promotions)
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree