Job Description
MCI is a leading tech‑enabled business services company providing Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) solutions across multiple industries. Working from our call center, you will help drive scale, improve customer journeys, and support high‑volume operations.
Position
Experienced Call Center Manager
Key Responsibilities
- Oversee daily contact center operations to consistently meet KPIs and SLAs.
- Lead, mentor, and develop supervisors, team leads, and support staff.
- Analyze performance data and implement strategies for continual improvement.
- Collaborate with clients to align on goals, expectations, and service delivery.
- Manage workforce planning, scheduling, and resource allocation.
- Drive employee engagement, retention, and professional development.
- Ensure compliance with company policies and client requirements.
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