Call Center Sales Manager

LOCATION

Las Cruces, NM

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.

The Call Center Sales Manager oversees all aspects of our call center team. As a sales manager, you will ensure an exceptional customer experience in all customer touch points, including phone service and digital communication channels. This involves managing a team of supervisors to help develop efficient operations, promote sales and customer and services. You will work to continuously improve client metrics by providing leadership, direction, and motivation to the workforce.

Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations leadership is required, and customer service, technical support, or back‑office experience is preferred.

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

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 proactively 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.

Key Responsibilities:

• Lead a team of 5‑10 call center supervisors responsible for inbound and outbound representatives
• Responsible for coaching and developing reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
• Drive a culture of accountability, continuous improvement, and personal excellence
• Directs workforce management activities and sets performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of direct reports
• Responsible for weekly payroll review and submission to ensure correct entries
• Responsible for driving the growth of revenue and profit originating from a call center
• Proven ability to meet performance, efficiency, and quality assurance targets
• Monitoring of individual and team results to identify and act on both positive and negative performance
• Communicate key messages effectively to ensure that direct reports are informed of process changes
• Provide regular feedback to supervisors regarding…