Contact Center Manager

Contact Center Manager

MCI is a leading technology-enabled business services company focused on Customer Experience (CX), Business Process Outsourcing (BPO), and cloud solutions across multiple industries.

We are looking for a strategic and results-oriented Contact Center Manager to oversee daily operations of our BPO contact center, ensuring service excellence, operational efficiency, and client satisfaction.

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...