BPO Operations Supervisor I

Full-time Management & Operations

Position Overview

MCI is a tech‑enabled business services company focused on Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS). The Call Center Sales Manager oversees all aspects of our call center operations, ensuring exceptional customer experience across phone and digital channels. The role is full‑time, local, and on‑site at an MCI contact center.

Responsibilities

• Lead a team of 5‑10 call center supervisors overseeing inbound and outbound representatives.
• Coaching and developing supervisors and their direct reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals accordingly.
• Develop and maint...