Senior Operations Manager

About the role

MCI is seeking a highly experienced and results-oriented Senior Operations Manager to join our dynamic BPO team. The role involves overseeing day-to-day operations, driving performance across multiple campaigns, and ensuring the consistent delivery of exceptional service to clients. Reporting to the Vice President of Operations, you will lead large, diverse teams, implement operational strategies, and identify opportunities to improve efficiency, productivity, and overall business performance.

Responsibilities

• Oversee daily operations to ensure seamless service delivery and adherence to SLAs.
• Manage, coach, and develop team managers and supervisors to drive performance and engagement.
• Analyze key performance metrics to identify trends, areas of improvement, and implement corrective actions.
• Develop and implement strategies to optimize workforce efficiency and productivity.
• Collaborate with stakeholders, including clients and internal teams, to ensure alignment on business objectives.
• Foster a culture of continuous improvement by driving process enhancements and best practices.
• Monitor and manage operational budgets, ensuring cost efficiency without compromising service quality.
• Ensure compliance with company policies, industry regulations, and client contractual agreements.
• Drive employee engagement initiatives to enhance retention and team morale.
• Lead transformation and change management initiatives to adapt to business needs and technological advancements.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field (preferred).
• Minimum of 5-7 years of experience in BPO operations management, with at least 3 years in a leadership role.
• Proven track record in managing large teams, driving performance, and improving operational efficiency.
• Strong understanding of workforce management, process optimization, and client relationship management.
• Excellent leadership, communication, and decision-making skills.
• Ability to work in a fast-paced, high-pressure environment with shifting priorities.
• Proficiency in data analysis, reporting tools, and KPI monitoring.
• Experience in handling first-party collections, customer service, or sales operations (preferred).
• Knowledge of call center technologies, CRM systems, and compliance regulations.

Qualifications

• Highly motivated and dedicated.
• Willingness to submit to background and/or security investigations.
• Willingness to submit to drug screening.

Skills

• Strong leadership and people management skills.
• Extensive experience within a BPO or customer service environment.
• Proven track record in optimizing processes and delivering measurable results.
• Strong analytical and client-focused abilities.
• Ability to manage multiple priorities in a fast-paced, performance-driven environment.

Benefits

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

• Health insurance
• Paid time off
• Flexible work arrangements
• Professional development opportunities
• Employee wellness programs

Pay

Compensation is commensurate with experience and qualifications.

Schedule

The role is full-time and requires flexibility to meet the demands of the business.