Senior Operations Manager

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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.

Remote Work-at-Home



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 are seeking an experienced and results-drivenSenior Operations Managerto join our dynamic BPO team. This role is pivotal in ensuring operational excellence, driving performance, and optimizing efficiency across multiple campaigns. The ideal candidate will have a strong background in managing large teams, improving processes, and delivering high-quality service while meeting key performance indicators (KPIs) and client expectations.

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.



Key Responsibilities

POSITION RESPONSIBILITIES

• Oversee daily operations to ensure seamless service delivery and adherence to SLAs.
• Manage, coach, and develop team managers and supervisors to drive performance and engagement.
• Analyze key performance metrics to identify trends, areas of improvement, and implement corrective actions.
• Develop and implement strategies to optimize workforce efficiency and productivity.
• Collaborate with stakeholders, including clients and internal teams, to ensure alignment on business objectives.
• Foster a culture of continuous improvement by driving process enhancements and best practices.
• Monitor and manage operational budgets, ensuring cost efficiency without compromising service quality.
• Ensure compliance with company policies, industry regulations, and client contractual agreements.
• Drive employee engagement initiatives to enhance retention and team morale.
• Lead transformation and change management initiatives to adapt to business needs and technological advancements.

• Bachelor's degree in Business Administration, Operations Management, or a related field (preferred).
• Minimum of 5-7 years of experience in BPO operations management, with at least 3 years in a leadership role.
• Proven track record in managing large teams, driving performance, and improving operational efficiency.
• Strong understanding of workforce management, process optimization, and client relationship management.
• Excellent leadership, communication, and decision-making skills.
• Ability to work in a fast-paced, high-pressure environment with shifting priorities.
• Proficiency in data analysis, reporting tools, and KPI monitoring.
• Experience in handling first-party collections, customer service, or sales operations (preferred).
• Knowledge of call center technologies, CRM systems, and compliance regulations.

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

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.