Job Details

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 a highly skilled and motivated Call Center Customer Service Manager to lead a team of supervisors and drive performance across our customer service and sales operations. This role is ideal for a dynamic leader who can inspire teams, deliver measurable results, and ensure exceptional service for our clients.The ideal candidate is experienced, organized, people-oriented, and has a strong work ethic. A background in call center operations management is required, with additional experience in customer service, technical support, or back-office operations preferred.This is a full-time, on-site position at one of our physical contact center locations. We offer competitive compensation, performance-based bonuses, comprehensive medical, dental, and vision benefits, paid vacation and holidays, and exciting incentive programs.Position Responsibilities 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 position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide.Lead and manage 5–10 call center supervisors overseeing inbound and outbound teamsCoach and develop supervisors on customer service best practices and performance managementMonitor and improve call center metrics, productivity, and service qualityFoster a culture of accountability, continuous improvement, and excellenceOversee workforce management and set clear performance goalsDevelop strategies to enhance customer satisfaction across all service interactionsMotivate teams to maximize sales opportunities and meet revenue targetsEnsure accurate and timely payroll review and submissionTrack and analyze individual and team performance, addressing both strengths and areas for improvementCommunicate process updates and key messages effectively to supervisorsCollaborate with departments such as Quality Assurance, Training, IT, and RecruitingDesign and audit quality assurance strategies to ensure top-tier service deliveryManage hiring, coaching, and termination processes for call center staffServe as a subject matter expert on client-specific operationsManage remote employees as neededPerform other duties as assignedCandidate Qualifications It's about building relationships and turning the knowledge, you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support.Must be 18 years or olderHigh school diploma or equivalent2+ years of experience in call center operations managementStrong data entry and computer skillsFluent in English (spoken and written)Wired high-speed internet connection (20Mbps+ download speed)Excellent organizational, written, and verbal communication skillsTyping speed of 20+ words per minuteAvailability to work scheduled shifts, including during trainingProficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)Ability to learn and navigate complex computer systemsReliable attendance and punctualityStrong conflict resolution, problem-solving, and negotiation skillsCustomer-focused mindset: empathetic, responsive, and patientAbility to multitask, self-manage, and stay focused in a fast-paced environmentStrong interpersonal skills and team orientationCompensation Details At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time.Paid Time Off: Earn PTO and paid holidays to take the time you need.Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days.Retirement Savings: Secure your future with retirement savings programs, where available.Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.Life Insurance: Access life insurance options to safeguard your loved ones.Supplemental Insurance: Accident and critical illness insuranceCareer Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.Paid Training: Learn new skills while earning a paycheck.Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.Casual Dress Code: Be comfortable while you work.MCI is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive and respectful of all employees.#J-18808-Ljbffr