Call Center Customer Service Manager

Join to apply for the Call Center Customer Service Manager role at Mass Markets . Position Overview MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. 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. Position Responsibilities 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 position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve internal processes and results program-wide. They conduct regular business meetings with supervisors to complete performance reviews and coaching to ensure maximum quality and production. They work closely with the site director and client account managers to ensure adherence to policies and the health of the account. Lead and manage 5–10 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 performance goals Develop strategies to enhance customer satisfaction Motivate teams to maximize sales opportunities and meet revenue targets Ensure accurate and timely payroll review and submission Track and analyze performance, addressing areas for improvement Communicate process updates and key messages effectively Collaborate with departments such as QA, Training, IT, and Recruiting Design and audit quality assurance strategies Manage hiring, coaching, and termination processes Serve as a subject matter expert on client-specific operations Manage employees as needed Perform other duties as assigned Candidate Qualifications WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? Building relationships and turning training into customer wins is key. We encourage positive, driven, and confident applicants to apply. Ideal candidates are highly motivated, energetic, and dedicated. Must be 18 years or older High school diploma or equivalent 2+ years in call center operations management Strong data entry and computer skills Fluent in English (spoken and written) Wired high-speed internet (20Mbps+) Excellent organizational, written, and verbal communication skills Typing speed of 20+ WPM Availability for scheduled shifts, including training Proficiency in Microsoft Office Ability to learn complex systems Reliable attendance and punctuality Strong conflict resolution, problem-solving, and negotiation skills Customer-focused, empathetic, responsive, patient Ability to multitask and self-manage in a fast-paced environment Strong interpersonal skills and team orientation Compensation and Benefits WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? We offer competitive pay, performance bonuses, and comprehensive benefits including PTO, health coverage, retirement plans, disability and life insurance, and opportunities for career growth. We also provide paid training, a fun work environment, and a casual dress code. If you’re ready to join a company that recognizes your contributions and supports your growth, apply today! Physical Requirements This role is largely sedentary, requiring long periods of sitting/standing, using a computer and telephone, and occasional movement around the office. Conditions of Employment Must be authorized to work in the country Willing to submit to background/security investigation and drug screening Equal Opportunity Statement We embrace diversity and are committed to providing a work environment free from discrimination and harassment. We consider all qualified applicants regardless of protected characteristics. About MCI MCI is a leading provider of CX and DX solutions, supporting clients with BPO, staff augmentation, contact center services, and IT needs. Recognized for rapid growth, MCI operates multiple facilities across North America and beyond, employing over 10,000 professionals. This description provides a general overview and is not all-inclusive. Employment is at-will, and the employer reserves the right to revise this job description at any time. #J-18808-Ljbffr