Tax Expert Supervisor

Manila, PH

Position Overview

MCI is a rapidly growing tech‑enabled business services company. This management‑level role involves supervising tax customer service agents who answer tax‑related questions. The supervisor will coach teams of 15–25 front‑line agents, ensuring call quality, driving productivity, and providing expert guidance on tax and technical terms.

Key Responsibilities

• Lead a team of 15–25 entry‑level front‑line customer service agents responsible for inbound call handling.
• Coach and develop representatives on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to continuously improve call‑center productivity.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce‑management activities and set performance goals and objectives.
• Develop and maintain a strategy for ensuring c...