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. 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. 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. About the Role 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, and pro‑actively seeks ways to improve internal processes and results program‑wide. Operations managers conduct regular business meetings with supervisors to complete performance reviews and coaching to ensure maximum quality and production of direct reports. They work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account. 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. Perform other duties as assigned. What Makes a Good Fit Ideal candidates are highly motivated, energetic, and dedicated. They build relationships, turn knowledge into customer wins, and provide over‑the‑phone customer service, sales, and technical support. All applicants who are positive, driven, and confident are encouraged to apply. Required Qualifications 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. Benefits Paid Time Off: Earn PTO and paid holidays. Incentives & Rewards: Participate in daily, weekly, and monthly contests. Health Benefits: Comprehensive medical, dental, and vision coverage after 60 days. Retirement Savings: Eligible retirement savings programs where available. Disability Insurance: Short‑term disability coverage. Life Insurance: Access to life insurance options. Supplemental Insurance: Accident and critical illness insurance. Career Growth: Internal promotion opportunities. Paid Training: Learn new skills while earning a paycheck. Fun, Engaging Work Environment: Team‑oriented culture that fosters collaboration. Casual Dress Code: Comfortable attire. Other Requirements Must be authorized to work in the country where the job is based. 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. Equal Opportunity Employer 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 benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible 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 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. All duties described above are the general responsibilities for this role. The employer has the right to revise this job description at any time. This description is not an employment contract, and either the employer or employee may terminate employment at any time for any reason. #J-18808-Ljbffr MCI