Performance Manager

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Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Remote Work-at-Home

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking a results-driven Performance Manager to join our dynamic team. In this strategic role, you will be instrumental in enhancing client satisfaction, optimizing service delivery, and leading continuous improvement initiatives across our global operations. This is a high-impact position that requires strong leadership, data-driven decision-making, and a passion for operational excellence.

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.

Key Responsibilities

Position Responsibilities

• Build and maintain strong, trust-based client relationships to ensure satisfaction, retention, and long-term success. Serve as a key point of contact and escalation for client concerns.
• Oversee daily operations with a focus on key performance indicators (KPIs) and service level agreements (SLAs). Identify performance trends and implement action plans to address gaps.
• Lead performance analysis and reporting efforts by developing and delivering dashboards, insights, and performance reviews to drive data-driven decision-making.
• Collaborate with leadership and cross-functional teams to design and implement strategic solutions that improve efficiency, quality, and client outcomes. Drive a culture of continuous improvement.
• Coach and mentor team leads and people managers to strengthen leadership capabilities and support talent development across the organization.
• Ensure the successful execution of action plans related to operations, training, and quality. Act as a bridge between Operations, Training, and Quality teams to align strategies and ensure smooth execution.
• Identify opportunities to streamline workflows, enhance productivity, and optimize performance. Lead initiatives that support operational excellence and innovation.

Candidate Qualifications

Wonder if you are a good fit for this position?

All positive and driven applicants are encouraged to apply. The ideal candidates are highly motivated and dedicated, possessing the following qualities:

• Bachelor's Degree
• Minimum of 5 years’ experience in Performance Management, Client Services, Account Management, or similar roles, preferably in a BPO, shared services, or outsourcing environment.
• Demonstrated experience in managing and developing teams, providing coaching, and driving accountability at multiple levels.
• Strong proficiency in performance analysis, KPI tracking, and reporting platforms/tools (e.g., Excel, BI dashboards).
• Proven ability to translate business challenges into actionable strategies and lead cross-functional initiatives to successful outcomes.
• Experience in a client-facing role with excellent communication, stakeholder management, and relationship-building skills.
• Knowledge and practical experience in driving process improvement and aligning operations, training, and quality for enhanced performance.

Conditions of Employment

All MCI Locations

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

Subject to program and location

• Must be willing to submit up to a LEVEL II background/security investigation with fingerprint. Job offers are contingent on results.
• Must be willing to submit to drug screening. Job offers are contingent on results (does not apply in Canada).

Compensation Details

Want an employer that values your contribution?

At MCI, we believe your hard work deserves recognition and rewards. Our compensation and benefits packages are competitive and designed to grow with you. Starting compensation depends on experience, with various benefits and incentives to support and reward our team members.

What you can expect from MCI

Our team enjoys:

• Paid Time Off: PTO and paid holidays.
• Incentives & Rewards: Cash bonuses, prizes, electronics, vacations, and cars.
• Health Benefits: Medical, dental, and vision coverage after 90 days; MEC plans after 30 days. Benefits vary by location.
• Retirement Savings, Disability, Life Insurance, Career Growth, Paid Training, and a Fun Work Environment.

Physical Requirements

This role is primarily sedentary, involving sitting/standing for long periods, operating office equipment, and occasionally moving about the office to accomplish tasks.

Reasonable Accommodation

In accordance with ADA, MCI provides reasonable accommodations upon request, unless undue hardship occurs. Contact Human Resources for assistance.

Diversity and Equality

MCI embraces diversity and is committed to an inclusive, discrimination-free workplace. We consider all qualified applicants regardless of protected characteristics and do not tolerate discrimination or harassment.

About MCI

MCI helps clients with CX and DX challenges, providing industry-leading solutions in BPO, staff augmentation, contact centers, and IT services. Recognized for rapid growth, MCI operates multiple facilities across North America and beyond, employing over 10,000 professionals.

Disclaimer

This job description provides a general overview and is not exhaustive. MCI reserves the right to revise it at any time. Employment is at-will.