Call Center Operations Supervisor

Job overview

The Call Center Operations Supervisor role is onsite in Dallas, TX. Compensation is not specified. MCI provides customer experience, business process outsourcing, and cloud technology services through contact center operations. This supervisor supports daily contact center performance by monitoring KPIs and SLAs, coaching agents, managing schedules and adherence, resolving escalated customer issues, and using performance reports to guide improvements.

What you'll do

• Supervise daily operations and adherence to KPIs and SLAs
• monitor agent performance and provide coaching and feedback
• manage schedules, attendance, and real-time adherence
• handle escalated customer issues
• collaborate with QA and Training
• analyze performance reports and implement improvement strategies
• foster a positive team culture.

What we're looking for

Skills & competencies

call center operations supervisor

mci careers

dallas tx

onsite

full-time

day shift

customer experience

bpo

kpi management

sla compliance

agent coaching

crm systems

weekend work

Work arrangement

• Weekend coverage required

Benefits & perks

• Continuous learning and development opportunities.

Why this role

Requires at least 3 years of supervisory experience in a BPO contact center; associate degree, certification, or equivalent training and experience listed.

About the employer

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