Call Center Operations Manager

LOCATION

Las Cruces, NM

JOB TYPE

Full-Time

PAY TYPES

Salary + Bonus

BENEFITS & PERKS

MANAGEMENT:
Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement

APPLICATION DETAILS

No Resume Required, On-site Interview

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We're seeking dynamic and experienced call center leaders to support both commercial and public sector clients. In this role, you'll lead a team of 5-10 supervisors and be directly accountable for their performance and development.

This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations.

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.

* ------------
- _

POSITION RESPONSIBILITIES

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 supervisor 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.

Key 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.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

It's about building relationships and turning the knowledge; you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Required

* 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…