Operations Manager

We are seeking an Operations Manager to lead the on‑site contact center team, ensuring operational delivery, client partnership, and performance results. 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 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. Benefits Paid Time Off (PTO) and paid holidays. Incentives & rewards including cash bonuses. Health benefits: comprehensive medical, dental, and vision coverage. Retirement savings programs where available. Disability and life insurance. Supplemental insurance for accident and critical illness. Career growth opportunities and paid training. Enjoyable work environment with casual dress code. Employment Information This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will work with a computer and office equipment and may occasionally move around the office, raising or lowering objects weighing up to forty pounds. 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. (Does not apply in Canada) Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment. 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 for employment qualified applicants with criminal histories 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, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. #J-18808-Ljbffr