Call Center Customer Service Manager

POSITION OVERVIEW MCI is a fast‑growing tech‑enabled business services company with a strong call center footprint across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions for industries including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by on‑site and remote agents, using advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We are committed to fostering an environment where professionals build meaningful careers, access continuous learning opportunities, and contribute to a globally expanding 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 incentive programs. POSITION RESPONSIBILITIES Key Responsibilities: 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 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 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 employees as needed Perform other duties as assigned QUALIFICATIONS 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 & BENEFITS Paid Time Off: Earn PTO and paid holidays Incentives & Rewards: Participate in daily, weekly, and monthly contests with cash bonuses and prizes Health Benefits: Full‑time employees eligible for comprehensive medical, dental, and vision coverage after 60 days; all employees have access to MEC plans after 30 days Retirement Savings: Available retirement savings programs Disability Insurance: Short‑term disability coverage Life Insurance: Access to life insurance options Supplemental Insurance: Accident and critical illness insurance Career Growth: Focus on internal promotions and advancement opportunities Paid Training: Earn a paycheck while learning new skills Fun, Engaging Work Environment: Team‑oriented culture fostering collaboration and engagement Casual Dress Code: Comfortable work attire PHYSICAL REQUIREMENTS This job operates in a professional office environment. The employee will be largely sedentary and may be required to sit/stand for long periods while using a computer and telephone headset. The employee will be required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally need to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects, hold objects, and move or exert force up to forty (40) pounds. CONDITIONS OF EMPLOYMENT 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. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA), MCI provides 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. EQUAL OPPORTUNITY EMPLOYER 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. In addition, MCI’s policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. #J-18808-Ljbffr