Contact Center Manager

Contact Center Manager We are seeking a strategic and results‑oriented Contact Center Manager to oversee the daily operations of our BPO contact center, ensuring service excellence, operational efficiency, and client satisfaction across multiple campaigns. Position Responsibilities Manage overall contact center operations, including staffing, performance, and service delivery. Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs. Collaborate with clients to understand business needs and ensure alignment with service goals. Analyze operational data and implement strategies to improve efficiency and customer satisfaction. Drive continuous improvement initiatives across training, quality, and workforce management. Ensure compliance with company policies, client requirements, and regulatory standards. Prepare and present performance reports to senior leadership and clients. Candidate Qualifications Bachelor’s degree in Business, Operations, or a related field (preferred). 3+ years of experience in a contact center leadership role, preferably in a BPO environment. Proven ability to manage large teams and complex operations. Strong understanding of contact center metrics, tools, and technologies. Excellent leadership, communication, and problem‑solving skills. Experience working with international clients is a plus. Compensation & Benefits Our compensation and benefits packages are competitive and designed to grow with you. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. Paid Time Off: Earn PTO and paid holidays. Incentives & Rewards: Participate in contests that include cash bonuses and prizes. Health Benefits: Full‑time employees eligible for comprehensive medical, dental, and vision coverage after 60 days, with additional options after 30 days. Retirement Savings: Access retirement savings programs where available. Disability Insurance: Short‑term disability coverage is available. Life Insurance: Access life insurance options. Supplemental Insurance: Accident and critical illness insurance. Career Growth: Internal promotion opportunities. Paid Training: Earn while learning new skills. Work Environment: Team‑oriented culture that fosters collaboration and engagement. Casual Dress Code. Physical Requirements This role operates in a professional office environment. The employee will be largely sedentary, required to sit, stand, and use a computer and telephone headset. The employee may occasionally be required to move about the office, reach in any direction, lift or move objects 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 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) Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), we provide reasonable accommodations when requested by qualified applicants or employees with a disability unless such accommodations would cause undue hardship. Equal Opportunity Employer MCI embraces differences and believes 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. 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 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. #J-18808-Ljbffr