Job Description
Elevate your career with MCI as an Experienced Call Center Supervisor, focusing on enhancing agent performance and customer solutions. Strong leadership in BPO is essential for this role.
In this position, you will supervise daily call center operations, ensuring service excellence and adherence to critical KPIs. You will be responsible for coaching agents, managing team attendance, and facilitating effective resolutions to customer issues. By collaborating with training and quality assurance teams, you will play a key role in agent development and operational improvement.
Key Responsibilities:
• Supervise operations to meet key performance indicators.
• Monitor agent metrics and offer coaching advice.
• Manage operational schedules and real-time adherence.
• Ensure escalated issues are resolved promptly.
• Collaborate with training for agent skill enhancement.
Requirements:
• Associate Degree or equivalent experience.
• At least 3 years of supervisory exp...
In this position, you will supervise daily call center operations, ensuring service excellence and adherence to critical KPIs. You will be responsible for coaching agents, managing team attendance, and facilitating effective resolutions to customer issues. By collaborating with training and quality assurance teams, you will play a key role in agent development and operational improvement.
Key Responsibilities:
• Supervise operations to meet key performance indicators.
• Monitor agent metrics and offer coaching advice.
• Manage operational schedules and real-time adherence.
• Ensure escalated issues are resolved promptly.
• Collaborate with training for agent skill enhancement.
Requirements:
• Associate Degree or equivalent experience.
• At least 3 years of supervisory exp...