Manager, Management

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Join to apply for the Performance Manager role at MCI

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.

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 are seeking a results-driven Performance Manager to join our dynamic team. In this strategic role, you will be instrumental in enhancing client satisfaction, optimizing service delivery, and leading continuous improvement initiatives across our global operations. This is a high-impact position that requires strong leadership, data-driven decision-making, and a passion for operational excellence.

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.

• Build and maintain strong, trust-based client relationships to ensure satisfaction, retention, and long-term success. Serve as a key point of contact and escalation for client concerns.
• Oversee daily operations with a focus on key performance indicators (KPIs) and service level agreements (SLAs). Identify performance trends and implement action plans to address gaps.
• Lead performance analysis and reporting efforts by developing and delivering dashboards, insights, and performance reviews to drive data-driven decision-making.
• Collaborate with leadership and cross-functional teams to design and implement strategic solutions that improve efficiency, quality, and client outcomes. Drive a culture of continuous improvement.
• Coach and mentor team leads and people managers to strengthen leadership capabilities and support talent development across the organization.
• Ensure the successful execution of action plans related to operations, training, and quality. Act as a bridge between Operations, Training, and Quality teams to align strategies and ensure smooth execution.
• Identify opportunities to streamline workflows, enhance productivity, and optimize performance. Lead initiatives that support operational excellence and innovation.

All positive and driven applicants are encouraged to apply. The ideal candidates are highly motivated and dedicated, possessing the following qualities:

• Bachelor's Degree
• Minimum of 5 years’ experience in Performance Management, Client Services, Account Management, or similar roles, preferably in a BPO, shared services, or outsourcing environment.
• Demonstrated experience in managing and developing teams, providing coaching, and driving accountability at multiple levels.
• Strong proficiency in performance analysis, KPI tracking, and reporting platforms/tools (e.g., Excel, BI dashboards).
• Proven ability to translate business challenges into actionable strategies and lead cross-functional initiatives to successful outcomes.
• Experience in a client-facing role with excellent communication, stakeholder management, and relationship-building skills.
• Knowledge and practical experience in driving process improvement and aligning operations, training, and quality for enhanced performance.

• Must be authorized to work in the country where the job is based.

• Must be willing to submit up to a LEVEL II background/security investigation with fingerprint. Job offers are contingent on results.
• Must be willing to submit to drug screening. Job offers are contingent on results (does not apply in Canada).

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