Operations Manager

Job Description

Job Description

Overview

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 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.

The Operations Manager serves as the senior on‑site leader responsible for operational delivery, client partnership, and performance results. This role ensures alignment between organizational goals, workforce execution, and service 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.

Responsibilities

Key Responsibilities

• Oversee day‑to‑day management of the account and maintain communication with client operational contacts.
• Drive performance outcomes to achieve SLAs, KPIs, and quality expectations.
• Lead, mentor, and develop functional leaders to ensure consistent execution.
• Manage client updates, reporting, and escalation handling.
• Ensure alignment across Quality, Training, Workforce, and Talent Acquisition functions.
• Identify opportunities to enhance processes, improve efficiency, and elevate customer experience.
• Maintain compliance with company policies, security requirements, and regulatory standards.

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Bachelor’s degree in Business Administration, Operations Management, or related field (or equivalent experience).
• 3 years of contact center/BPO leadership experience with multi-functional oversight.
• Proven success managing large teams through layered leadership structures.
• Strong financial management capabilities including budgeting, forecasting, and cost control.
• Demonstrated ability to build and maintain client relationships, including executive-level stakeholders.
• Experience achieving KPI performance, delivering SLAs, and leading continuous improvement initiatives.
• Advanced decision‑making and problem‑solving skills in fast-paced environments.
• Strong knowledge of workforce planning, quality frameworks, and operational analytics.
• Excellent communication, presentation, and change management abilities.

Nice to Have

• Experience within fintech, financial services, or regulated industries.
• Six Sigma, Lean, or similar process improvement certifications.
• Experience launching new programs or scaling operations.
• Familiarity with automation, AI‑enabled tools, or digital transformation initiatives.