Operations Supervisor - Flood Relief Call Center

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. We have established ourselves as a trusted partner in the industry. We are looking for an Operations Supervisor to lead and manage the team supporting the Flood Support project. This role is crucial for maintaining efficient day-to-day operations and achieving outstanding performance results.

Fluency in both English and Spanish is highly preferred, as this will enable effective communication with a diverse range of stakeholders and ensure seamless support for affected communities.

This position involves working on a U.S. Federal Contract, and strict compliance with federal guidelines and protocols is mandatory. Candidates must demonstrate the ability to perform duties with precision and maintain confidentiality at all times. Candidates must pass a Level 2 fingerprint background check.

Work Schedule

• Hours of Operation: 7:00 AM to 7:00 PM CST
• Shift Pattern:
• 7:00 AM to 4:00 PM CST
• 10:00 AM to 7:00 PM CST
• Flexibility to work assigned shifts is required.

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.

• Direct and oversee all aspects of daily operations for the Flood Support project to ensure seamless execution and efficiency.
• Drive team performance by setting clear goals, monitoring progress, and fostering a high-productivity environment aligned with organizational objectives.
• Manage staff attendance, create and adjust schedules, and oversee shift management to optimize workforce deployment.
• Proactively address performance concerns, provide constructive feedback, and implement corrective actions, including terminations when required.
• Serve as the primary communication link between team members and stakeholders to ensure project objectives and expectations are met.
• Uphold compliance with company policies, industry standards, and relevant regulatory requirements.
• Identify opportunities for process improvements and implement strategies to enhance operational efficiency.
• Provide coaching and mentorship to team members to support professional growth and skill development.
• Monitor and report key performance indicators (KPIs) to assess team effectiveness and project success.
• Collaborate with other departments to ensure resource availability and alignment with organizational goals.
• Perform additional tasks as assigned to support project needs and organizational objectives.

• Proven experience in a contact center environment.
• Demonstrated supervisory experience with a track record of effective team leadership.
• Familiarity with Federal and State Local Education Departments (Fed/SLED) processes is a plus.
• Fluency in both English and Spanish.
• Strong organizational and problem-solving skills.
• Ability to manage multiple responsibilities in a fast-paced environment.
• Excellent interpersonal and communication skills to effectively lead and engage team members.
• Proficiency in using contact center software and analytics tools to drive performance.
• Ability to handle conflict resolution and foster a positive work environment.
• Adaptability to evolving project needs and the ability to implement changes effectively.
• Strong time management skills to prioritize tasks and meet deadlines.
• Commitment to continuous learning and development to enhance supervisory capabilities.

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. See details below.

What You Can Expect From MCI

• Paid Time Off:
  Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards:
  Participate in daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits:
  
  Comprehensive medical, dental, and vision coverage after 60 days for full-time employees; MEC medical plans after 30 days. Benefit options vary by location.
• Retirement Savings:
  Retirement savings programs, where available.
• Disability Insurance:
  Short-term disability coverage.
• Life Insurance:
  Life…