Call Center Operations Manager

Location

Wichita, KS

Full-time

Salary + Bonus

• Paid Time Off
• Medical, Dental, Vision
• Life
• Retirement Savings Plan
• Company Cell Phone and Laptop
• Advancement Opportunities

MCI is a leading tech‑enabled business services company delivering Customer Experience, BPO, and XaaS solutions across multiple industries. We operate a global network of contact centers powered by advanced technology to enhance customer journeys, drive scalability, and reduce costs. MCI is seeking dynamic call center leaders for commercial and public sector clients.

What does someone in this role do?

Operations managers lead the day‑to‑day activity and development of 5–10 supervisors in a complex call center environment. The manager ensures call quality, proactively improves processes and results program‑wide, conducts regular business meetings with supervisors, coaches, and works closely with the site director and client account managers to maintain corporate policy adherence and account health.

• 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 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.

• 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.

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

Subject to the program and location of the position:

• 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.

Starting compensation is based on experience. MCI offers a variety of benefits and incentives to support and reward our team members.

• Paid Time Off – Earn PTO and paid holidays.
• Incentives & Rewards – Participate in daily, weekly, and monthly contests to win cash bonuses and prizes.
• Health Benefits – Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, with additional MEC plans available.
• Retirement Savings – Secure your future with retirement savings programs, where available.
• Disability Insurance – Short‑term disability coverage is available.
• Life Insurance …