Contact Center Operations Supervisor

LOCATION

Tampa, FL

POSITION 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 looking for a results-driven Contact Center Operations Supervisor to lead a team of agents in a dynamic BPO environment. You will be responsible for managing day-to-day operations, driving performance, and ensuring service excellence across client campaigns. If you thrive in a fast-paced setting and have a passion for leadership, we want to hear from you.

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.

POSITION RESPONSIBILITIES

Key Responsibilities:

* Supervise and support a team of contact center agents to meet performance targets and client SLAs.

* Monitor real-time operations, manage schedules, and ensure adherence to workforce plans.

* Provide coaching, feedback, and performance evaluations to drive continuous improvement.

* Handle escalated customer issues and ensure timely resolution.

* Collaborate with QA, Training, and Workforce teams to align on goals and improve service delivery.

* Analyze performance reports and implement action plans to address gaps.

* Foster a positive, high-performance team culture focused on customer satisfaction.

CANDIDATE 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:

* Diploma or degree in Business, Communications, or a related field (preferred).

* 2+ years of experience in a supervisory role within a BPO or contact center.

* Strong leadership, coaching, and communication skills.

* Solid understanding of contact center KPIs, tools, and technologies.

* Proficiency in Microsoft Office and CRM/contact center platforms.

* Ability to work flexible shifts, including weekends or holidays.

CONDITIONS OF EMPLOYMENT

All MCI Locations

* Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

* Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.

* Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

* Paid Time Off:
Earn PTO and paid holidays to take the time you need.

* Incentives & Rewards:
Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!

* Health Benefits:

Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.

* Retirement Savings:
Secure your future with retirement savings programs, where available.

* Disability Insurance:
Short-term disability coverage is available to help protect you during unexpected challenges.

* Life Insurance:
Access life insurance options to safeguard your loved ones.

* Supplemental Insurance:
Accident and critical illness insurance

* Career Growth:
With a focus on internal promotions, employees enjoy significant advancement opportunities.

* Paid Training:
Learn new skills while earning a paycheck.

* Fun, Engaging Work Environment:
Enjoy a team-oriented culture that fosters collaboration and engagement.

* Casual Dress Code:
Be comfortable while you work.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring…