Operations Director

Key Responsibilities

• Lead, mentor, and motivate managers, supervisors, and frontline staff to consistently exceed operational targets.
• Oversee budgets, P&L, and resource allocation to maximize site performance and profitability.
• Champion a culture of accountability, collaboration, and service excellence.
• Direct all site operations, ensuring efficiency, compliance, and exceptional outcomes.
• Introduce and manage process improvements that boost productivity and elevate the customer experience.
• Build and maintain strong relationships with clients, stakeholders, and community partners.
• Manage quality assurance, productivity metrics, and workforce planning.
• Design and execute strategic sales initiatives aligned with company goals.
• Monitor and optimize KPIs, SLAs, and operational policies for peak performance.
• Set and manage sales forecasts and performance objectives.
• Establish best practices to maintain market competitiveness.
• Develop strategies to ensure outstanding customer satisfaction across all interactions.
• Conduct market research and competitor benchmarking to guide operational decisions.
• Prepare performance reports and analyze sales trends to drive continuous improvement.
• Foster a high-performance, engaged, and motivated team environment.
• Oversee payroll accuracy and timely processing.
• Manage building operations, including maintenance and site security.
• Partner with corporate leadership to deliver strategic initiatives.
• Perform additional duties as required.

Qualifications

• Proven senior leadership experience in BPO (preferred), or in hospitality, retail, construction, logistics, manufacturing, or other large-scale operational environments.
• Demonstrated success in leading teams of 100+ in fast-paced, results-driven settings.
• Strong commercial and financial acumen, including P&L management.
• Exceptional communication, decision-making, and problem-solving abilities.
• Skilled at navigating change and adapting strategies to drive growth and performance.

Benefits

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Company Information

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.

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.