Job Description
Location
Sydney, NS
Position Overview
MCI is a fast-growing tech-enabled business services company with a strong call‑center footprint. We deliver customer experience, business process outsourcing, and XaaS cloud solutions across industries. Our contact centers operate on‑site and remotely, using advanced technology to enhance customer journeys, scale operations, and reduce costs.
We seek an Experienced Operations Supervisor to lead a team of agents delivering exceptional service across BPO campaigns. The role includes performance management, coaching, and operational excellence.
Applicants must complete the full application on our careers page, including screening questions and a brief pre‑employment test.
Position Responsibilities
- Supervise daily operations and ensure adherence to KPIs and SLAs.
- Monitor agent performance and provide regular coaching and feedback.
- Manage schedules, attendance...