Contact Center Manager
1 day ago
San Fernando
ppMCI is a leading tech-enabled business services company with a global presence and a strong call center footprint. /ph3Key Responsibilities /h3ulliManage overall contact center operations, including staffing, performance, and service delivery. /liliLead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs. /liliCollaborate with clients to understand business needs and ensure alignment with service goals. /liliAnalyze operational data and implement strategies to improve efficiency and customer satisfaction. /liliDrive continuous improvement initiatives across training, quality, and workforce management. /liliEnsure compliance with company policies, client requirements, and regulatory standards. /liliPrepare and present performance reports to senior leadership and clients. /li /ulh3Qualifications /h3ulliBachelor’s degree in Business, Operations, or a related field (preferred). /lili3+ years of experience in a contact center leadership role, preferably in a BPO environment. /liliProven ability to manage large teams and complex operations. /liliStrong understanding of contact center metrics, tools, and technologies. /liliExcellent leadership, communication, and problem‑solving skills. /liliExperience working with international clients is a plus. /li /ulh3Benefits /h3ulliCompetitive salary based on experience. /liliHealth insurance (HMO and dental coverage). /liliFree meals during training. /liliAllowances for rice, clothing, laundry, and meals. /liliPerformance and loyalty bonuses. /liliFrequent workplace disinfection and fogging. /liliOpportunities for growth and promotion. /liliEmployee shuttle services and company retreats. /liliOther incentives and in‑office rewards. /li /ulpThis job operates in a professional office environment. The employee will be largely sedentary and will need to sit/stand for long periods, use computer, headset, copier, printer, etc. The employee may occasionally need to move about the office, reach in any direction, lift up to forty (40) pounds. /ph3Location Employment Eligibility /h3ulliMust be authorized to work in the country where the job is based. /liliMust be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers contingent on background/security results. /liliMust be willing to submit to drug screening. Job offers contingent on drug screening results (except in Canada). /li /ulh3EEO / Diversity Statement /h3pConsistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations. We embrace diversity and maintain a non‑discriminatory workplace. /ppMCI does not discriminate on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws. /ppMCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. /ppIf you are ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today! /p /p #J-18808-Ljbffr