Contact Center Operations Supervisor

Job overview

The Contact Center Operations Supervisor role is onsite in Las Cruces, NM. Compensation is not specified. The supervisor supports MCI’s contact center operations, which deliver customer experience and business process outsourcing services. The role leads contact center agents, monitors daily performance, and coordinates with quality assurance, training, and workforce teams. Coaching, issue resolution, and performance analysis help the team meet client service-level agreements and customer satisfaction goals.

What you'll do

• Supervise and support agents to meet performance targets and client SLAs
• monitor real-time operations and schedules
• coach and evaluate performance
• handle escalated customer issues
• collaborate with QA, Training, and Workforce teams
• analyze reports and implement action plans to address performance gaps.

What we're looking for

Skills & competencies

contact center supervisor

bpo

customer experience

agent leadership

performance coaching

client slas

las cruces nm

mci careers

workforce scheduling

quality assurance

crm platforms

Work arrangement

• Weekend coverage required

Benefits & perks

• Continuous learning and development opportunities.

Why this role

Requires two or more years of supervisory experience in a BPO or contact center. The role may require flexible shifts, including weekends or holidays.

About the employer

MCI Careers is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.