Call Center Operations Manager

Location

Savannah, GA

Full-Time Salary + Bonus Benefits & Perks

Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement

No Resume Required, On-site Interview

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 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.

At MCI 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.

We’re seeking dynamic and experienced call center leaders to support both commercial and public sector clients. In this role, you’ll lead a team of 5–10 supervisors and be directly accountable for their performance and development.

This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

What does someone in this do?

Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Manager position is responsible for ensuring call quality from to finish, and proactively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisors to complete performance reviews coaching to ensure maximum quality and production of direct reports.

Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account.

Key Responsibilities:

• Lead and mentor a team of call center supervisors overseeing inbound and outbound operations.
• Coach supervisors on customer service best practices and operational excellence.
• Monitor and manage KPIs, performance metrics, and productivity standards.
• Foster a culture of accountability, continuous improvement, and high performance.
• Oversee workforce management, including scheduling and performance goal setting.
• Develop strategies to ensure exceptional customer satisfaction across all interactions.
• Motivate and develop teams to maximize sales and opportunities.
• Ensure accurate and timely payroll submissions.
  
  Drive revenue and profitability growth within the call center.
• Analyze team and individual performance to identify trends and improvement areas.
• Communicate process updates and key initiatives clearly and effectively.
• Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting.
• Lead quality efforts to maintain world-class service standards.
• Manage hiring, coaching, and, when necessary, of.
• Perform other duties as assigned.

Won the good fit for this position?

Ideal candidates for this position are highly motivated, energetic, and dedicated. They have a background in building relationships and turning knowledge into customer wins. The role requires a minimum of 5 years of call center management experience.

Required:

• Minimum 5 years of call center management experience.
• Associate’s degree or equivalent combination of education and experience.
• Strong leadership and staff development skills.
• Excellent interpersonal and communication abilities.
• Advanced proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Proven ability to drive performance and meet sales and service targets.
• Deep understanding of call center tools, KPIs,…