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Position Overview
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are seeking a highly experienced and strategic Director of Operations to oversee client relationships, operational efficiency, and service delivery. The ideal candidate will have extensive experience in BPO operations management , strong problem-solving skills, and a focus on customer satisfaction. This role involves strategic planning, team leadership, and performance optimization.
Responsibilities
- Build and maintain strong client relationships.
- Develop strategies to enhance client satisfaction and operational efficiency.
- Establish and monitor KPIs.
- Oversee daily call center operations.
- Ensure compliance with policies and regulations.
- Implement process improvements.
- Lead and mentor management and staff.
- Promote a positive work environment and employee engagement.
- Communicate effectively with stakeholders.
- Manage escalated issues and develop crisis plans.
Qualifications
- Associates or Bachelors degree in Business Administration, Operations Management, or related field.
- At least 5 years of operations management experience in a BPO environment.
- Proven leadership and team management skills.
- Knowledge of industry standards and best practices.
- Excellent communication and problem-solving skills.
- Ability to adapt to changing environments.
Benefits and Compensation
We offer competitive pay based on experience, along with benefits such as paid time off, health coverage, retirement plans, disability and life insurance, career growth opportunities, and a supportive work environment.
Additional Information
This job operates in a professional office environment. Candidates must be authorized to work in the country and willing to undergo background checks and drug screening. MCI is an equal opportunity employer committed to diversity and inclusion.
About MCI
MCI is a company that helps clients improve customer experience through innovative BPO solutions. Recognized for rapid growth and industry leadership, MCI employs over 10,000 professionals across multiple locations, offering a wide range of tech-enabled business services.
This description provides a general overview of the role and is not exhaustive. The employer may modify duties and responsibilities as needed.
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