Contact Center Operations Supervisor

Job Description

Sydney, NS

MCI is one of the fastest-growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities, and contribute to the success of a globally expanding, industry‑leading organization.

Key Responsibilities

• Supervise and support a team of contact center agents to meet performance targets and client SLAs.


• Monitor real‑time operations, manage schedules, and ensure adherence to workforce plans.


• Provide coaching, feedback, and performance evaluations to drive continuous improvement.


• Handle escalated customer issues and ensure timely resolution.


• Collaborate with QA, Training, and Workforce teams to align on goals and improve service delivery.


• Analyze performance reports and implement action plans to address gaps.


• Foster a positive, high‑performance team culture focused on customer satisfaction.

Qualifications

• Diploma or degree in Business, Communications, or a related field (preferred).


• 2+ years of experience in a supervisory role within a BPO or contact center.


• Strong leadership, coaching, and communication skills.


• Solid understanding of contact center KPIs, tools, and technologies.


• Proficiency in Microsoft Office and CRM/contact center platforms.


• Ability to work flexible shifts, including weekends or holidays.

Location and Eligibility

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

Background & Security

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.


• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

Professional Environment

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects; move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Compensation & Benefits

• Paid Time Off – Earn PTO and paid holidays to take the time you need.


• Health Benefits – Full‑time employees are eligible for supplemental health coverage through Blue Cross.


• 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.

EEO Statement

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.
MCI does not discriminate against any employee or applicant 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, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.