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.

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

• 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 (20
  
  Mbps+ 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

• 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…