Experienced Call Center Operations Supervisor

OneMCI•Garden City, GA

20h•Onsite

About The Position

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We are seeking an Experienced Operations Supervisor to lead a team of agents in delivering exceptional service across BPO campaigns. You’ll be responsible for performance management, coaching, and ensuring operational excellence. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief 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: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.