Contact Center Operations Supervisor

OneMCI•Addison, TX

16h•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 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.
Must be authorized to work in the country where the job is based.
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 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
Paid holidays
Incentives & Rewards (cash bonuses, electronics, vacations, cars)
Comprehensive medical, dental, and vision coverage (full-time employees after 60 days)
MEC medical plans (all employees after 30 days)
Retirement savings programs
Short-term disability coverage
Life insurance options
Supplemental Insurance (Accident and critical illness)
Career Growth (internal promotions)
Paid Training
Fun, Engaging Work Environment
Casual Dress Code