Experienced Supervisor in Call Center Operations (Edwardsville)

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 communication capabilities - Knowledge of contact center tools and reporting systems - Ability to thrive in dynamic, rapid-paced settings Elevate agent performance and operational success in your role as an Operations Supervisor at MCI. Apply on Kit Job: kitjob.ca/job/2ps8l2