MCI
Overview
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Experienced Call Center Manager
role at
MCI Killeen, TX MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are looking for an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. 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. 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. Location & Eligibility
All MCI Locations: Must be authorized to work in the country where the job is based. Background & Screening
Subject to the program and location of the position: Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada) Compensation & Benefits
Starting compensation is based on experience, with a variety of benefits and incentives to support and reward our team. Paid Time Off: Earn PTO and paid holidays. Incentives & Rewards: Daily, weekly, and monthly contests with cash bonuses and prizes. Health Benefits: Comprehensive medical, dental, and vision coverage after 60 days; MEC plans after 30 days. Benefit options vary by location. Retirement Savings, Disability Insurance, Life Insurance, Supplemental Insurance, Career Growth, Paid Training, and a Casual Dress Code. This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person\'s merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI\'s commitment to a diverse and equal opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine\'s List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. Referrals increase your chances of interviewing at MCI by 2x Get notified about new Customer Service Center Manager jobs in
Killeen, TX .
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Join to apply for the
Experienced Call Center Manager
role at
MCI Killeen, TX MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are looking for an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. 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. 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. Location & Eligibility
All MCI Locations: Must be authorized to work in the country where the job is based. Background & Screening
Subject to the program and location of the position: Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada) Compensation & Benefits
Starting compensation is based on experience, with a variety of benefits and incentives to support and reward our team. Paid Time Off: Earn PTO and paid holidays. Incentives & Rewards: Daily, weekly, and monthly contests with cash bonuses and prizes. Health Benefits: Comprehensive medical, dental, and vision coverage after 60 days; MEC plans after 30 days. Benefit options vary by location. Retirement Savings, Disability Insurance, Life Insurance, Supplemental Insurance, Career Growth, Paid Training, and a Casual Dress Code. This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person\'s merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI\'s commitment to a diverse and equal opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine\'s List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. Referrals increase your chances of interviewing at MCI by 2x Get notified about new Customer Service Center Manager jobs in
Killeen, TX .
#J-18808-Ljbffr