Description
MCI, a BPO company, is seeking an Experienced Operations Supervisor to lead a team of agents in delivering service across BPO campaigns. The role involves performance management, coaching, ensuring operational excellence, supervising daily operations, monitoring agent performance, managing schedules, handling escalated customer issues, collaborating with QA and Training, analyzing performance reports, and fostering a positive team culture. Ideal candidates should have an associate degree or equivalent, 3 years of supervisory experience in a BPO contact center, strong leadership, communication, and problem-solving skills, and proficiency in contact center tools and CRM systems.
