Experienced Call Center Operations Supervisor

MCI Careers • Addison, TX

70d • Onsite

About The Position

MCI is a rapidly expanding tech-enabled business services company with a significant call center presence and operations in multiple countries. We offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Our contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer interactions, enable scalability, and reduce costs. MCI is dedicated to creating a professional environment that supports career development, continuous learning, and contributes to the success of a growing global organization. We are seeking an Experienced Client Services Manager to manage client relationships and ensure consistent service delivery within our contact center. This role involves acting as the primary point of contact, overseeing SLAs and KPIs, and collaborating with internal teams to resolve issues and drive improvements. The ideal candidate will have BPO client services experience, strong communication abilities, and the capacity to manage multiple accounts while providing data-driven insights and supporting account growth.

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
• Daily, weekly, and monthly contests with cash bonuses and prizes
• Medical coverage
• Dental coverage
• Vision coverage
• Retirement savings programs
• Short-term disability coverage
• Life insurance options
• Supplemental Insurance (Accident and critical illness)
• Career Growth opportunities
• Paid Training
• Casual Dress Code

What This Job Offers

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