Call Center Operations Manager I

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. We are seeking an experienced Call Center Operations Manager to join our growing contact center team, supporting both commercial and public sector clients. In this leadership role, you will be responsible for coaching, developing, and leading a team of 5-10 Supervisors while driving operational excellence, employee engagement, and client satisfaction across multiple programs. As an Operations Manager, you will oversee the daily performance of your teams, ensuring key performance indicators (KPIs), service level agreements (SLAs), quality standards, and client expectations are consistently achieved. You will provide strategic leadership through coaching, performance management, workforce planning, and continuous process improvement while fostering a high-performance, customer-focused culture. The ideal candidate will have a proven background in contact center operations management, with experience leading multiple teams in a fast-paced environment. Experience in customer service, technical support, back-office operations, or similar contact center functions is highly preferred. You should be an exceptional leader with strong organizational, analytical, and problem-solving skills, capable of motivating teams, building talent, and delivering measurable business results. A collaborative mindset, excellent communication skills, and a strong work ethic are essential for success in this role. This is a full-time, onsite position that requires employees to report daily to one of our physical contact center locations.

Key Responsibilities
Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives Responsible for coaching and developing reports on customer service processes and best practices. Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously Drive a culture of accountability, continuous improvement, and personal excellence Directs workforce management activities and sets performance goals and objectives accordingly Develop and maintain strategy on ensuring customer satisfaction on all service interaction Provide team motivation and development to maximize sales opportunities Responsible for the overall performance and productivity of direct reports Responsible for weekly payroll review and submission to ensure correct entries Responsible for driving the growth of revenue and profit originating from a call center Proven ability to meet performance, efficiency, and quality assurance targets Monitoring of individual and team results to identify and act on both positive and negative performance Communicate key messages effectively to ensure that direct reports are informed of process changes Provide regular feedback to supervisors regarding performance wins and areas of opportunityWork with other departments in the organization, such as quality assurance, training, IT, and recruiting Develop and audit quality assurance strategies to ensure the delivery of world-class service Determining work procedures, preparing work schedules, and expediting workflow Responsible for hiring, coaching and terminating call center employees Be a subject matter expert on your client's business Manage remote employees as needed. Other duties and responsibilities as assigned WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? Must be 18 years of age or older High school diploma or equivalent Experience with data-entry utilizing a computer The ability to read and speak English fluently Have a wired, high-speed internet connection (Download speed of 20Mbps+) Excellent organizational, written, and oral communication skills The ability to type swiftly and accurately (20+ words a minute) Ability to work regularly scheduled shifts within our hours of operation including the training period. Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications Highly reliable with the ability to maintain regular attendance and punctuality T