Call Center Director

Job Description

Job Description

Overview

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 an experienced and strategic Call Center Director to lead and oversee all aspects of contact center operations. This role is responsible for the leadership, development, and performance management of supervisors and operational management teams, ensuring the effective execution of daily contact center activities.

As a key operational leader, you will be responsible for developing and implementing operational strategies that drive performance, enhance employee engagement, and ensure that processes, controls, and service delivery standards align with both corporate objectives and client expectations. You will work closely with executive leadership to foster a high-performance culture, optimize operational efficiency, and deliver exceptional customer and business outcomes.

This position requires strong leadership capabilities, sound decision-making skills, strategic thinking, and the ability to influence and drive results across multiple teams and stakeholders.

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.

Responsibilities

Key Responsibilities:

• Manage Sales Supervisors
• Oversee quality, production, and hours.
• Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives
• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
• Directs sales forecasting activities and sets performance goals and objectives accordingly
• Review and provide guidelines and best practices for maintaining competitive edge
• Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
• Analyze and respond to changing market conditions, to include competitive benchmarking
• Analyze trends which includes producing statistical reports on individual performance and sales trends
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of Supervisors
• Responsible for weekly payroll review and submission to ensure correct entries
• Building management of all building maintenance.
• Responsible for the physical security of the building
• Other duties and responsibilities as assigned

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

The ideal candidate for this role would share and understand the high growth objectives of Mass Markets. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent Mass Markets internally and client facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.

• Associate’s degree and/or relevant work experience
• Exceptional interpersonal & communication skills
• Strong supervisory experience including staff development
• Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
• Demonstrated ability to drive sales through the actions of others
• Understanding of call center tools and technology used to manage KPIs and SLAs
• Possess effective conflict resolution skills (both customer and agent conflict)
• Possess time management, planning, organizational and multi-tasking skills
• Ability to learn new products and systems
• Ability to work in a professional fast-paced environment