Experienced Call 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

• 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

The ideal candidate has experience in client services within a BPO, strong communication skills, and the ability to manage multiple accounts while delivering data-driven insights and supporting account growth.

Qualifications

• 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.

Skills

Not specified

Benefits

Not specified

Pay

Starting compensation is based on experience.

Schedule

Not specified

Benefits

• Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment.
• All employees have access to MEC medical plans after just 30 days.
• Short-term disability coverage is available to help protect you during unexpected challenges.
• Comprehensive retirement savings programs, where available.
• Affordable accident and critical illness insurance.
• Opportunities for career growth and advancement.
• Daily, weekly, and monthly contests with cash bonuses and prizes.
• Flexible work arrangements to accommodate personal and professional commitments.

Company Culture

We embrace diversity and foster a collaborative, inclusive work environment where every employee feels valued and supported. We are committed to providing a safe and respectful workplace for all.

Equal Opportunity Employer

MCI is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic.

Application Instructions

To apply for this position, please complete a full application on our company careers page, including all screening questions and a brief pre-employment test. No phone calls please.