Call Center Site Director

About the role

MCI is seeking an experienced Call Center Site Director to lead and oversee all aspects of contact center operations, supporting commercial and public sector clients. This executive leadership role is responsible for the strategic direction, operational performance, and continued development of the site's leadership team, ensuring exceptional service delivery and achievement of both client and organizational objectives.

Responsibilities

• Manage Sales Supervisors
• Oversee quality, production, and hours.
• Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives.
• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity.
• Directs sales forecasting activities and sets performance goals and objectives accordingly.
• Develop and maintain strategy on ensuring customer satisfaction on all sales transactions.
• Analyze and respond to changing market conditions, to include competitive benchmarking.
• Analyze trends which includes producing statistical reports on individual performance and sales trends.
• Provide team motivation and development to maximize sales opportunities.
• Responsible for the overall performance and productivity of Supervisors.
• Responsible for weekly payroll review and submission to ensure correct entries.
• Building management of all building maintenance.
• Responsible for the physical security of the building.
• Other duties and responsibilities as assigned.

Candidate Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Experience with data-entry utilizing a computer.
• The ability to read and speak English fluently.
• A wired, high-speed internet connection (Download speed of 20Mbps+).
• Excellent organizational, written, and oral communication skills.
• The ability to type swiftly and accurately (20+ words a minute).
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• The ability to evaluate, troubleshoot, and follow-up on customer issues.
• An aptitude for conflict resolution, problem solving and negotiation.
• Must be customer service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi-task, stay focused, and self-manage.
• Strong team orientation and customer focus.
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with your team and customers.