Call Center Operations Manager

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.

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.

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 ensures call quality from start to finish, and pro‑actively seeks ways to improve 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.

They 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 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.
• Perform other duties as assigned.

Ideal candidates are highly motivated, energetic, and dedicated. They build relationships, turn knowledge into customer wins, and provide over‑the‑phone customer service, sales, and technical support. All applicants who are positive, driven, and confident are encouraged to apply.

• 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 management, and multitasking capabilities.
• Adaptability in a fast‑paced, evolving environment.
• Clear, concise communication, both written and verbal.
• A proactive, solution‑oriented mindset with a passion for excellence.
• Ability to prioritize and execute tasks independently.
• Strong accountability and performance management skills.

• Paid Time Off:
  Earn PTO and paid holidays.
• Incentives & Rewards:
  Participate in daily, weekly, and monthly contests.
• Health Benefits:
  
  Comprehensive medical, dental, and vision…