Call Center Operations Manager

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. MCI delivers 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. 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. What does someone in this role do? Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager ensures call quality from start to finish, proactively seeks ways to improve internal processes and results program-wide, and conducts regular business meetings with supervisors to complete performance reviews and coaching. 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 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. 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, 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. What You Can Expect from MCI Paid Time Off: Earn PTO and paid holidays. Incentives & Rewards: Participate in daily, weekly, and monthly contests with cash bonuses and prizes. Health Benefits: Comprehensive medical, dental, and vision coverage after 60 days; MEC plans after 30 days. Retirement Savings: Available retirement savings programs. Disability Insurance: Short‑term coverage. Life Insurance: Life insurance options. Supplemental Insurance: Accident and critical illness insurance. Career Growth: Focus on internal promotions and advancement opportunities. Paid Training: Learn new skills while earning a paycheck. Fun, Engaging Work Environment: Team‑oriented culture that fosters collaboration. Casual Dress Code: Comfortable working attire. Compensation & Benefits That Fit Your Life MCI tailors its offerings to fit the needs of its diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, MCI’s core commitment remains rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. All MCI Locations Must be authorized to work in the country where the job is based. Subject to the program and location of the position 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. Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment are based solely on merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. 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 qualified applicants with criminal histories for employment 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, MCI’s policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. In summary, MCI offers an engaging, growth‑oriented career for Operations Managers who are ready to lead, develop and inspire teams while delivering exceptional service to diverse clients. #J-18808-Ljbffr MCI