Call Center Customer Service Manager

MCI is one of the fastest-growing tech-enabled business services companies in the USA, delivering Customer Experience, Business Process Outsourcing, and Anything-as-a-Service solutions across multiple industries.

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.

Operations managers are responsible for the day-to-day activity and development of 5‑10 supervisors within a complex call center environment. They ensure call quality from start to finish, proactively improve internal processes, conduct regular business meetings, and work closely with site directors and client account managers to uphold corporate policies and account health.

• 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 both 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 remote employees as needed
• Perform other duties as assigned

It’s about building relationships and turning training knowledge into customer wins. Representatives make a difference to customers and the company, providing over‑the‑phone customer service, sales, and technical support. The ideal candidate is highly motivated, energetic, and dedicated.

• 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 (PTO) and paid holidays
• Incentives & Rewards (daily, weekly, monthly contests with cash bonuses and prizes)
• Comprehensive medical, dental, and vision coverage after 60 days (full‑time)
• Retirement savings programs where available
• Short‑term disability coverage
• Life insurance options
• Supplemental insurance (accident and critical illness)
• Career growth through internal promotions and advancement opportunities
• Paid training to develop new skills
• Fun, engaging work environment with a team‑oriented culture
• Casual dress code

This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office, reach in any direction, raise or lower objects, move objects from place to…