Experienced Call Center Operations Supervisor

OneMCI•Tampa, FL

1d•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.
Must be authorized to work in the country where the job is based.
Subject to the program and location of the position.
Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
Must be willing to submit to drug screening.

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
Daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Comprehensive medical, dental, and vision coverage after 60 days of employment (for full-time employees).
MEC medical plans after just 30 days (for all employees).
Retirement savings programs, where available.
Short-term disability coverage.
Life insurance options.
Supplemental Insurance: Accident and critical illness insurance.
Significant advancement opportunities through internal promotions.
Paid Training.
Fun, Engaging Work Environment.
Casual Dress Code.