Experienced Call Center Operations Supervisor
Job Description
Job Description
Job Description
Overview
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.
At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.
We are seeking an Experienced Operations Supervisor to lead a team of agents in delivering exceptional service across BPO campaigns. You’ll be responsible for performance management, coaching, and ensuring operational excellence.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
Responsibilities
Key Responsibilities:
- Supervise daily operations and ensure adherence to KPIs and SLAs.
- Monitor agent performance and provide regular coaching and feedback.
- Manage schedules, attendance, and real-time adherence.
- Handle escalated customer issues and ensure timely resolution.
- Collaborate with QA and Training to support agent development.
- Analyze performance reports and implement improvement strategies.
- Foster a positive, high-performance team culture.
Qualifications
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:
- Associate Degree, Certification or Equivalent Combination of Training and Experience
- Minimum 3 years of experience in a supervisory role in a BPO contact center.
- Strong leadership, communication, and problem-solving skills.
- Proficiency in contact center tools, CRM systems, and reporting platforms.
- Ability to manage performance in a fast-paced environment.
How to Apply
Ready to start your career as a Experienced Call Center Operations Supervisor at The Sydney Call Centre?
- Click the "Apply Now" button below.
- Review the safety warning in the modal.
- You will be redirected to the employer's official portal to complete your application.
- Ensure your resume and cover letter are tailored to the job description using our AI tools.
Frequently Asked Questions
Who is hiring?▼
This role is with The Sydney Call Centre in Sydney.
Is this a remote position?▼
This appears to be an on-site role in Sydney.
What is the hiring process?▼
After you click "Apply Now", you will be redirected to the employer's official site to submit your resume. You can typically expect to hear back within 1-2 weeks if shortlisted.