Experienced Call Center Operations Supervisor, North Sydney South Central

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, 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.

Candidate Qualifications

Associate Degree, certification, or equivalent combination of training and experience.

Minimum 3 years of supervisory experience in a BPO contact center.

Strong leadership, communication, and problem‑solving skills.

Proficiency with contact center tools, CRM systems, and reporting platforms.

Ability to manage performance in a fast‑paced environment.

Conditions of Employment

Must be authorized to work in the country where the job is based.

May be required to submit a Level II background and/or security investigation with fingerprint, contingent on results.

May be required to submit to drug screening, contingent on results (not applicable in Canada).

Compensation Details Starting compensation is based on experience and includes a range of benefits and incentives. MCI offers competitive pay, paid time off, health benefits, life insurance, supplemental insurance, career growth opportunities, paid training, a fun work environment, and a casual dress code.

Physical Requirements This role is largely sedentary with regular computer and telephone headset use. The employee may need to sit/stand for long periods, use office equipment, and occasionally move around the office, reach, and lift up to 40 pounds.

Reasonable Accommodation Consistent with the ADA, MCI provides reasonable accommodations when requested by a qualified applicant or employee with disability unless undue hardship would result.

Diversity and Equality At MCI we embrace diversity. We will not discriminate on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, veteran status, race, religion, sex, sexual orientation, or other protected characteristics. We are committed to a diverse and equal opportunity workplace.

#J-18808-Ljbffr