Operations Director

Position Overview

We are seeking an Operations Director to lead our Wichita site into its next chapter of success. This role is not a typical call center leadership position; we welcome leaders from hospitality, retail, construction, logistics, manufacturing, or large‑scale operational environments who thrive on building high‑performing teams and delivering exceptional customer experiences.

Wichita, KS
Job Type: Full‑Time
Pay Type: Salary
Salary: Commensurate with experience

• Lead, mentor, and motivate managers, supervisors, and frontline staff to consistently exceed operational targets.
• Oversee budgets, P&L, and resource allocation to maximize site performance and profitability.
• Champion a culture of accountability, collaboration, and service excellence.
• Direct all site operations, ensuring efficiency, compliance, and exceptional outcomes.
• Introduce and manage process improvements that boost productivity and elevate the customer experience.
• Build and maintain strong relationships with clients, stakeholders, and community partners.
• Manage quality assurance, productivity metrics, and workforce planning.
• Design and execute strategic sales initiatives aligned with company goals.
• Monitor and optimize KPIs, SLAs, and operational policies for peak performance.
• Set and manage sales forecasts and performance objectives.
• Establish best practices to maintain market competitiveness.
• Develop strategies to ensure outstanding customer satisfaction across all interactions.
• Conduct market research and competitor benchmarking to guide operational decisions.
• Prepare performance reports and analyze sales trends to drive continuous improvement.
• Foster a high‑performance, engaged, and motivated team environment.
• Oversee payroll accuracy and timely processing.
• Manage building operations, including maintenance and site security.
• Partner with corporate leadership to deliver strategic initiatives.
• Perform additional duties as required.

• Proven senior leadership experience in BPO (preferred) or in hospitality, retail, construction, logistics, manufacturing, or other large‑scale operational environments.
• Demonstrated success in leading teams of 100+ in fast‑paced, results‑driven settings.
• Strong commercial and financial acumen, including P&L management.
• Exceptional communication, decision‑making, and problem‑solving abilities.
• Skilled at navigating change and adapting strategies to drive growth and performance.

• Must be authorized to work in the United States.
• 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.

• Paid Time Off:
  Earn PTO and paid holidays.
• Incentives & Rewards:
  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 available after 30 days.
• Retirement Savings:
  Retirement savings programs where available.
• Disability Insurance:
  Short‑term disability coverage.
• Life Insurance:
  Access to life insurance options.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Focus on internal promotions and advancement opportunities.
• Paid Training:
  Learn new skills while earning a paycheck.
• Work Environment:
  Team‑oriented culture fosters collaboration and engagement.
• Casual Dress Code.

This job operates in a professional office environment. The employee will be largely sedentary, required to sit, stand, and use a computer and telephone headset for extended periods. The employee may move about the office, reach, raise, lower objects, and lift up to forty (40) pounds.

Consistent with the Americans With Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodation would cause undue hardship.

All aspects of employment at MCI are based solely on a person’s merit and qualifications. MCI maintains a work environment free from discrimination and treats all employees with dignity and respect. MCI considers qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI is an equal opportunity employer and does not discriminate on the basis of age, ancestry, color, disability, gender identity, genetic information, marital status, national origin, protected veteran status, race, religion, sex, sexual orientation, or any other characteristic protected by applicable laws.

Apply at our company careers page to complete the full application, screening questions, and brief pre‑employment test.