MCI is a leading tech-enabled business services company with a general presence and a strong call center footprint.
Key Responsibilities
- Manage overall contact center operations, including staffing, performance, and service delivery.
- Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs.
- Collaborate with clients to understand business needs and ensure alignment with service goals.
- Analyze operational data and implement strategies to improve efficiency and customer satisfaction.
- Drive continuous improvement initiatives across training, quality, and workforce management.
- Ensure compliance with company policies, client requirements, and regulatory standards.
- Prepare and present performance reports to senior leadership and clients.
Qualifications
- Bachelor’s degree in Business, Operations, or a related field (preferred).
- 3+ years of experience in a contact center leadership role, preferably in a BPO environment.
- Proven ability to manage large teams and complex operations.
- Strong understanding of contact center metrics, tools,
and technologies.
- Excellent leadership, communication, and problem‑solving skills.
- Experience working with international clients is a plus.
Benefits
- Competitive salary based on experience.
- Health insurance (HMO and dental coverage).
- Free meals during training.
- Allowances for rice, clothing, laundry, and meals.
- Performance and loyalty bonuses.
- Frequent workplace disinfection and fogging.
- Opportunities for growth and promotion.
- Employee shuttle services and company retreats.
- Other incentives and in‑office rewards.
This 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.
Location & Employment Eligibility
- Must be authorized to work in t
📌 Contact Center Manager (España)
🏢 MCI
📍 España