Call Center Customer Service Manager

Call Center Customer Service 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.

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 are seeking a highly skilled and motivated Call Center Customer Service Manager to lead a team of supervisors and drive performance across our customer service and sales operations. This role is ideal for a dynamic leader who can inspire teams, deliver measurable results, and ensure exceptional service for our clients.

The ideal candidate is experienced, organized, people-oriented, and has a strong work ethic. A background in call center operations management is required, with additional experience in customer service, technical support, or back-office operations preferred.

This is a full-time, on-site position at one of our physical contact center locations. We offer competitive compensation, performance-based bonuses, comprehensive medical, dental, and vision benefits, paid vacation and holidays, and exciting incentive programs.

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.

Position Responsibilities

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 position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Operations Managers 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 manage 510 call center supervisors overseeing inbound and outbound teams
• Coach and develop supervisors on customer service best practices and performance management
• Monitor and improve call center metrics, productivity, and service quality
• Foster a culture of accountability, continuous improvement, and excellence
• Oversee workforce management and set clear performance goals
• Develop strategies to enhance customer satisfaction across all service interactions
• Motivate teams to maximize sales opportunities and meet revenue targets
• Ensure accurate and timely payroll review and submission
• Track and analyze individual and team performance, addressing both strengths and areas for improvement
• Communicate process updates and key messages effectively to supervisors
• Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting
• Design and audit quality assurance strategies to ensure top-tier service delivery
• Manage hiring, coaching, and termination processes for call center staff
• Serve as a subject matter expert on client-specific operations
• Manage remote employees as needed
• Perform other duties as assigned

Candidate Qualifications

It's about building relationships and turning the knowledge; you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Required:

• Must be 18 years or older
• High school diploma or equivalent
• 2+ years of experience in call center operations management
• Strong data entry and computer skills
• Fluent in English (spoken and written)
• Wired high-speed internet connection (20Mbps+ download speed)
• Excellent organizational, written, and verbal communication skills
• Typing speed of 20+ words per minute
• Availability to work scheduled shifts, including during training
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Ability to learn and navigate complex computer systems
• Reliable attendance and punctuality
• Strong conflict resolution, problem-solving, and negotiation skills
• Customer-focused mindset: empathetic, responsive, and patient
• Ability to multitask, self-manage, and stay focused in a fast-paced environment
• Strong interpersonal skills and team orientation

Compensation Details

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, 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 be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Conditions of Employment

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.

Reasonable Accommodation

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.