Contact CenterOperations Supervisor

Contact Center Operations Supervisor LOCATION: Dallas, TXPOSITION OVERVIEW: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.We are looking for a results-driven Contact Center Operations Supervisor to lead a team of agents in a dynamic BPO environment. You will be responsible for managing day-to-day operations, driving performance, and ensuring service excellence across client campaigns. If you thrive in a fast-paced setting and have a passion for leadership, we want to hear from you.To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.POSITION RESPONSIBILITIES:Key Responsibilities:Supervise and support a team of contact center agents to meet performance targets and client SLAs.Monitor real-time operations, manage schedules, and ensure adherence to workforce plans.Provide coaching, feedback, and performance evaluations to drive continuous improvement.Handle escalated customer issues and ensure timely resolution.Collaborate with QA, Training, and Workforce teams to align on goals and improve service delivery.Analyze performance reports and implement action plans to address gaps.Foster a positive, high-performance team culture focused on customer satisfaction.CANDIDATE QUALIFICATIONS:Wonder if you are a good fit for this position?All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:Diploma or degree in Business, Communications, or a related field (preferred).2+ years of experience in a supervisory role within a BPO or contact center.Strong leadership, coaching, and communication skills.Solid understanding of contact center KPIs, tools, and technologies.Proficiency in Microsoft Office and CRM/contact center platforms.Ability to work flexible shifts, including weekends or holidays.ABOUT MCI (PARENT COMPANY):MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.POSITION OVERVIEW: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.We are looking for a results-driven Contact Center Operations Supervisor to lead a team of agents in a dynamic BPO environment. You will be responsible for managing day-to-day operations, driving performance, and ensuring service excellence across client campaigns. If you thrive in a fast-paced setting and have a passion for leadership, we want to hear from you.To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.POSITION RESPONSIBILITIES:Key Responsibilities:Supervise and support a team of contact center agents to meet performance targets and client SLAs.Monitor real-time operations, manage schedules, and ensure adherence to workforce plans.Provide coaching, feedback, and performance evaluations to drive continuous improvement.Handle escalated customer issues and ensure timely resolution.Collaborate with QA, Training, and Workforce teams to align on goals and improve service delivery.Analyze performance reports and implement action plans to address gaps.Foster a positive, high-performance team culture focused on customer satisfaction.CANDIDATE QUALIFICATIONS:Wonder if you are a good fit for this position?All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:Diploma or degree in Business, Communications, or a related field (preferred).2+ years of experience in a supervisory role within a BPO or contact center.Strong leadership, coaching, and communication skills.Solid understanding of contact center KPIs, tools, and technologies.Proficiency in Microsoft Office and CRM/contact center platforms.Ability to work flexible shifts, including weekends or holidays.CONDITIONS OF EMPLOYMENT:All MCI LocationsMust be authorized to work in the country where the job is based.Subject to the program and location of the positionMust 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. (Does not apply in Canada)COMPENSATION DETAILS:Want an employer that values your contribution?At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.What you can expect from MCI:We understand the importance of balance and