Call Center Operations Manager

Join to apply for the Call Center Operations Manager role at Mass Markets Position Overview: MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet client needs, with a commitment to excellence and innovation. This role supports both commercial and public sector clients. You will lead a team of 5–10 supervisors and be directly accountable for their performance and development. This is a full-time, on-site position at one of our contact center locations. To be considered, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. Responsibilities Lead and mentor a team of call center supervisors overseeing inbound and outbound operations. Coach supervisors on customer service best practices and operational excellence. Monitor and manage KPIs, performance metrics, and productivity standards. Foster a culture of accountability, continuous improvement, and high performance. Oversee workforce management, including scheduling and performance goal setting. Develop strategies to ensure exceptional customer satisfaction across all interactions. Motivate and develop teams to maximize sales and service opportunities. Ensure accurate and timely payroll submissions. Drive revenue and profitability growth within the call center. Analyze team and individual performance to identify trends and improvement areas. Communicate process updates and key initiatives clearly and effectively. Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting. Lead quality assurance efforts to maintain world-class service standards. Manage hiring, coaching, and, when necessary, termination of staff. Serve as a subject matter expert on client-specific operations. Manage remote team members as needed. Perform other duties as assigned. Qualifications Minimum 5 years of call center management experience. Associate’s degree or equivalent combination of education and experience. Strong leadership and staff development skills. Excellent interpersonal and communication abilities. Advanced proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint). Proven ability to drive performance and meet sales and service targets. Deep understanding of call center tools, KPIs, and SLA management. Effective conflict resolution skills for both customer and employee issues. Strong organizational, time management, and multitasking capabilities. Adaptability in a fast-paced, evolving environment. Clear, concise communication—both written and verbal. A proactive, solution-oriented mindset with a passion for excellence. Ability to prioritize and execute tasks independently. Strong accountability and performance management skills. Compensation and Benefits Starting compensation is based on experience. Our packages are designed to be competitive and to grow with you over time. We offer a variety of benefits and incentives to support and reward our team members. What you can expect from MCI includes: Paid Time Off: PTO and paid holidays. Incentives & Rewards: Contests with cash bonuses and prizes. Health Benefits: Medical, dental, and vision coverage after 60 days for full-time employees; MEC plans after 30 days. Options vary by location. Retirement Savings: Retirement programs where available. Disability Insurance: Short-term disability coverage. Life Insurance: Life insurance options. Supplemental Insurance: Accident and critical illness insurance. Career Growth: Focus on internal promotions and advancement opportunities. Paid Training: Training while earning a paycheck. Casual Dress Code and a collaborative, team-oriented environment. Physical Requirements This job operates in a professional office environment and is largely sedentary. The employee will typically sit/stand for long periods while using a computer and a headset, and may occasionally move about the office. Ability to lift up to 40 pounds may be required. Conditions of Employment Must be authorized to work in the country where the job is based. Willing to submit to a Level II background and/or security investigation with fingerprint; drug screening; offers contingent on results. Equal Opportunity Employer We embrace diversity and are committed to an inclusive environment. All aspects of employment are based on merit and qualifications. We do not discriminate based on age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, or sexual orientation. Qualified applicants with criminal histories are considered in accordance with laws and regulations. Reasonable accommodations are provided as required by law. About Mass Markets (Parent Company): MCI helps customers address CX and DX challenges with industry-leading solutions across BPO, contact center services, IT services, and more. MCI operates multiple brands and serves 10,000+ employees globally. #J-18808-Ljbffr