Call Center Customer Service Manager

Location:

Killeen, TX

Job Type: Full‑Time (Hourly)

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 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 exciting incentive programs.

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.

WHAT DOES SOMEONE IN THIS ROLE DO?

Operations managers are responsible for the day‑to‑day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish, and pro‑actively seeks ways to improve the internal processes and results program‑wide. Operations managers conduct regular business meetings with supervisors to complete performance reviews and coaching to ensure maximum quality and production of direct reports.

Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account.

• 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

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

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