Take charge as an Experienced Operations Supervisor at MCI in Sydney, NS, where you will empower a team and drive outstanding customer experiences. Focus on operational excellence and coach agents to success.
This key role involves supervising a high-performing team within MCI's tech-enabled contact center. You will oversee daily operations, enhance agent performance, and address customer escalations effectively. Your leadership will help cultivate a positive team culture dedicated to service excellence.
Key Responsibilities:
• Direct daily operations and ensure KPI compliance
• Evaluate agent performance and conduct coaching sessions
• Schedule management and real-time adherence oversight
• Manage issues escalated by customers for resolution
• Work with QA and Training to facilitate agent growth
Requirements:
• Associate Degree, certification, or relevant experience
• At least 3 years of supervisory experience in BPO
• Strong leadership and communicati...