Experienced Call Center Manager

About the role

MCI is seeking an experienced Call Center Manager to lead operations, drive performance, and ensure client satisfaction in a high-volume environment. Key responsibilities include overseeing daily operations, leading teams, analyzing performance data, collaborating with clients, managing workforce planning, and driving employee engagement and professional development.

Responsibilities

• Oversee daily operations of the contact center, ensuring KPIs and SLAs are consistently met.
• Lead and mentor supervisors, team leads, and support staff.
• Analyze performance data and implement strategies for improvement.
• Collaborate with clients to align on goals, expectations, and service delivery.
• Manage workforce planning, scheduling, and resource allocation.
• Drive employee engagement, retention, and professional development.
• Ensure compliance with company policies and client requirements.

Requirements

• Bachelor’s degree in Business, Operations, or a related field.
• 5+ years of experience in a contact center, with at least 2 years in a management role.
• Strong leadership, analytical, and communication skills.
• Proficiency in contact center tools, CRM systems, and reporting platforms.
• Experience managing multiple teams or campaigns.

Qualifications

• Highly motivated and dedicated.
• Ability to manage a high-volume environment.
• Excellent interpersonal and communication skills.
• Ability to analyze data and implement strategic improvements.
• Proven ability to lead and mentor teams.

Skills

• Strong leadership and management skills.
• Excellent communication and interpersonal skills.
• Proficiency in contact center tools and CRM systems.
• Experience with workforce management and scheduling.
• Ability to analyze data and implement strategic improvements.

Benefits

At MCI, we offer a competitive compensation and benefits package that includes:

• Comprehensive health, dental, and vision coverage.
• Paid time off and holidays.
• Incentive and rewards programs.
• Retirement savings options.
• Disability and life insurance.
• Flexible work arrangements.
• Continuous learning and development opportunities.
• Internal career growth opportunities.
• A supportive and inclusive work environment.

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. Employees will be required to sit/stand for long periods while using a computer and telephone headset. Occasional movement and lifting up to 40 pounds may be required.