Operations Supervisor For Call Center Nova Scotia

Join MCI as an Operations Supervisor and enhance customer experience through exceptional leadership. This role demands solid skills in coaching and performance management, essential for enhancing BPO campaigns. As an Experienced Operations Supervisor, you'll guide agents at MCI in delivering outstanding service across various BPO operations. Your responsibilities will include monitoring performance against KPIs, managing attendance, and facilitating resolutions for escalated customer issues. By collaborating closely with Quality Assurance and Training teams, you will foster a culture of development and high performance within your team. Key Responsibilities: • Ensure adherence to daily KPIs and SLAs. • Provide continuous coaching to all agents. • Oversee attendance and manage schedules effectively. • Address customer escalations for timely resolutions. • Analyze performance metrics for improvement. Requirements: • Associate Degree or relevant certification. • Minimum 3 years of supervisory experience. • Excellent problem-solving abilities. • Familiarity with contact center tools. • Capacity to maintain performance under pressure. Join MCI to lead a high-performing team and drive operational excellence in a thriving workplace. J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2p3vww