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.

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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.

Estamos buscando personas dedicadas y con experiencia para unirse a nuestro equipo como Supervisores de Centro de Llamadas.



Si tienes pasión por el liderazgo, una sólida comprensión de las operaciones de un centro de llamadas y un compromiso con la excelencia, te invitamos a postularte para estas gratificantes posiciones.

Position Responsibilities Key Responsibilities

- Liderar y supervisar un equipo de supervisores de centro de llamadas.
- Desarrollar e implementar estrategias para mejorar el rendimiento y la eficiencia del centro de llamadas.
- Monitorear y analizar las métricas del centro de llamadas para identificar tendencias y áreas de mejora.
- Proporcionar coaching y orientación a los supervisores para garantizar el éxito del equipo.
- Implementar medidas de aseguramiento de la calidad para mantener los estándares de servicio.
- Manejar consultas complejas de clientes y escalaciones.
- Colaborar con otros departamentos para implementar mejoras de procesos.
- Asegurar el cumplimiento de las políticas y procedimientos de la empresa.

Candidate Qualifications WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
- Grado Asociado, Certificación o Combinación Equivalente de Capacitación y Experiencia.
- Experiencia previa en operaciones de centros de llamadas.
- Sólidas habilidades de liderazgo e interpersonales.
- Excelentes habilidades de comunicación y resolución de problemas.
- Capacidad para realizar múltiples tareas y trabajar en un entorno vibrante.




- Dominio de tecnologías y software de centros de llamadas.
- Conocimiento de las regulaciones de la industria y requisitos de cumplimiento pertinentes.
- Capacidad para leer y hablar inglés con fluidez

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

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.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment.

📌 Supervisor de Centro de Llamadas (Lugo)
🏢 Mass Markets
📍 Lugo