Call Center Operations Manager

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Position Overview:

MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet client needs, with a commitment to excellence and innovation.

This role supports both commercial and public sector clients. You will lead a team of 5–10 supervisors and be directly accountable for their performance and development. This is a full-time, on-site position at one of our contact center locations.

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

• 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 service 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 assurance efforts to maintain world-class service standards.
• Manage hiring, coaching, and, when necessary, termination of staff.
• Serve as a subject matter expert on client-specific operations.
• Manage remote team members as needed.
• Perform other duties as assigned.

• 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, and SLA management.
• Effective conflict resolution skills for both customer and employee issues.
• Strong organizational, time management, and multitasking capabilities.
• Adaptability in a fast-paced, evolving environment.
• Clear, concise communication—both written and verbal.
• A proactive, solution-oriented mindset with a passion for excellence.
• Ability to prioritize and execute tasks independently.
• Strong accountability and performance management skills.

Starting compensation is based on experience. Our packages are designed to be competitive and to grow with you over time. We offer a variety of benefits and incentives to support and reward our team members.

What you can expect from MCI includes:

• Paid Time Off: PTO and paid holidays.
• Incentives & Rewards:
  Contests with cash bonuses and prizes.
• Health Benefits:
  
  Medical, dental, and vision coverage after 60 days for full-time employees; MEC plans after 30 days. Options vary by location.
• Retirement Savings:
  Retirement programs where available.
• Disability Insurance:
  Short-term disability coverage.
• Life Insurance:
  Life insurance options.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Focus on internal promotions and advancement opportunities.
• Paid Training:
  Training while earning a paycheck.
• Casual Dress Code and a collaborative, team-oriented environment.

This job operates in a professional office environment and is largely sedentary. The employee will typically sit/stand for long periods while using a computer and a headset, and may occasionally move about the office. Ability to lift up to 40 pounds may be required.

• Must be authorized to work in the country where the job is based.
• Willing to submit to a Level II background and/or security investigation with fingerprint; drug screening; offers contingent on results.