Contact Center Manager
About the role
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.
Responsibilities
- Manage overall contact center operations, including staffing, performance, and service delivery.
- Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs.
- Collaborate with clients to understand business needs and ensure alignment with service goals.
- Analyze operational data and implement strategies to improve efficiency and customer satisfaction.
- Drive continuous improvement initiatives across training, quality, and workforce management.
- Ensure compliance with company policies, client requirements, and regulatory standards.
- Prepare and present performance reports to senior leadership and clients.
Requirements
The ideal candidate should possess:
- A Bachelor’s degree in Business, Operations, or a related field (preferred).
- 3+ years of experience in a contact center leadership role, preferably in a BPO environment.
- Proven ability to manage large teams and complex operations.
- Strong understanding of contact center metrics, tools, and technologies.
- Excellent leadership, communication, and problem-solving skills.
- Experience working with international clients is a plus.
Qualifications
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.
Skills
Strong leadership, communication, and problem-solving skills are essential. Additionally, a proven track record in managing large teams and complex operations, along with a deep understanding of contact center metrics, tools, and technologies, is crucial.
Benefits
We offer a comprehensive benefits package including health benefits, retirement savings programs, and various incentives and rewards. We also provide a supportive work environment with flexible policies and a focus on employee growth and development.
Pay
Starting compensation is based on experience and is competitive within the industry. Details will be provided during the interview process.
Schedule
The role operates in a professional office environment and requires sitting for long periods while using a computer and telephone headset. Occasional standing, reaching, lifting up to 40 pounds, and moving objects from place to place may be required.
Company Information
MCI is a holding company for a diverse lineup of tech-enabled business services operating companies. We assist companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. We are committed to fostering an inclusive and diverse workplace where every employee feels valued and supported.