Contact Center Operations Supervisor

MassMarkets • Garden City, GA

104d

About The Position

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are looking for a results-driven Contact Center Operations Supervisor to lead a team of agents in a dynamic BPO environment. You will be responsible for managing day-to-day operations, driving performance, and ensuring service excellence across client campaigns. If you thrive in a fast-paced setting and have a passion for leadership, we want to hear from you. 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

• Diploma or degree in Business, Communications, or a related field (preferred).
• 2+ years of experience in a supervisory role within a BPO or contact center.
• Strong leadership, coaching, and communication skills.
• Solid understanding of contact center KPIs, tools, and technologies.
• Proficiency in Microsoft Office and CRM/contact center platforms.
• Ability to work flexible shifts, including weekends or holidays.

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 address gaps.
• Foster a positive, high-performance team culture focused on customer satisfaction.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees