Found Description
BPO Operations Director
Join MCI as a BPO Operations Director responsible for managing and developing supervisors and overseeing day‑to‑day contact center operations. The role supports corporate leadership, ensures alignment of performance, culture, and contact center controls with corporate and client objectives.
Key Responsibilities
- Manage Sales Supervisors
- Oversee quality, production, and hours
- Assist with the implementation of strategic sales plans aligned with corporate objectives
- Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
- Direct sales forecasting activities and set performance goals and objectives accordingly
- Review and provide guidelines and best practices for maintaining a competitive edge
- Develop and maintain strategies ensuring customer satisfaction on all sales transactions
- Analyze and respond to cha...