Mass Markets · 2 months ago
Experienced Call Center Operations Supervisor
US-NM-Mesilla
Full-time
Onsite
Mid Level
3+ years expMCI is one of the fastest-growing tech-enabled business services companies in the USA, specializing in Customer Experience and Business Process Outsourcing solutions. They are seeking an Experienced Operations Supervisor to lead a team of agents, focusing on performance management, coaching, and ensuring operational excellence across BPO campaigns.
ConsultingInformation Technology
Responsibilities
Supervise daily operations and ensure adherence to KPIs and SLAs
Monitor agent performance and provide regular coaching and feedback
Manage schedules, attendance, and real-time adherence
Handle escalated customer issues and ensure timely resolution
Collaborate with QA and Training to support agent development
Analyze performance reports and implement improvement strategies
Foster a positive, high-performance team culture
Qualification
Required
Associate Degree, Certification or Equivalent Combination of Training and Experience
Minimum 3 years of experience in a supervisory role in a BPO contact center
Strong leadership, communication, and problem-solving skills
Proficiency in contact center tools, CRM systems, and reporting platforms
Ability to manage performance in a fast-paced environment
Benefits
Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
Company
Mass Markets
Leading America based business process outsourcing (BPO) provider specializing in customer service, inside sales and back-office.
501-1000 employees
Funding
Current Stage
Late StageRecent News
2025-06-24
Company data provided by crunchbase