Descripción de la oferta
We are seeking a strategic and results‑oriented Contact Center Manager to oversee the daily operations of our BPO contact center. This leadership role is responsible for service excellence, operational efficiency, and client satisfaction across multiple campaigns.
Key Responsibilities
Manage overall contact center operations, including staffing, performance, and service delivery.
Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs.
Collaborate with clients to understand business needs and ensure alignment with service goals.
Analyze operational data and implement strategies to improve efficiency and customer satisfaction.
Drive continuous improvement initiatives across training, quality, and workforce management.
Ensure compliance with company policies, client requirements, and regulatory standards.
Prepare and present performance reports to senior leadership and clients.
Qualifications
Bachelor’s degree in Business, Operations, or a related field (preferred).
3+ years of experience in a contact center leadership role, preferably in a BPO environment.
Proven ability to manage large teams and complex operations.
Strong understanding of contact center metrics, tools, and technologies.
Excellent leadership, communication, and problem‑solving skills.
Experience working with international clients is a plus.
Benefits
Health coverage (HMO) with dependent options.
Dental coverage and in‑house dental assistance worth 5,000 PHP.
Free meal during training.
Career growth and learning opportunities.
Allowances for rice, clothing, laundry and meals.
Performance and loyalty bonuses.
Frequent workplace disinfection and fogging.
Opportunities for growth and promotion.
Employee shuttle services.
Company retreats and off‑site events.
Recognition gifts, raffles, and other in‑office rewards.
Location & Requirements
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. Job offers are contingent on background/security investigation results.
Must be willing to submit to drug screening. Job offers are contingent on drug screening results (does not apply in Canada).
EEO Statement
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.
#J-18808-Ljbffr
