Mass Markets
Overview
Call Center Operations Manager role at Mass Markets. MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet client needs. This is a full-time, on-site role reporting to a physical contact center location. To be considered, applicants should complete a full application on the company careers page, including all screening questions and a brief pre-employment test. Key Responsibilities
Lead and mentor a team of call center supervisors overseeing inbound and outbound operations. Coach supervisors on customer service best practices and operational excellence. Monitor and manage KPIs, performance metrics, and productivity standards. Foster a culture of accountability, continuous improvement, and high performance. Oversee workforce management, including scheduling and performance goal setting. Develop strategies to ensure exceptional customer satisfaction across all interactions. Motivate and develop teams to maximize sales and service opportunities. Ensure accurate and timely payroll submissions. Drive revenue and profitability growth within the call center. Analyze team and individual performance to identify trends and improvement areas. Communicate process updates and key initiatives clearly and effectively. Collaborate with Quality Assurance, Training, IT, Recruiting, and other departments. Lead quality assurance efforts to maintain world-class service standards. Manage hiring, coaching, and, when necessary, termination of staff. Serve as a subject matter expert on client-specific operations. Manage remote team members as needed. Perform other duties as assigned. Candidate Qualifications
Minimum 5 years of call center management experience. Associate’s degree or equivalent combination of education and experience. Strong leadership and staff development skills. Excellent interpersonal and communication abilities. Advanced proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint). Proven ability to drive performance and meet sales and service targets. Deep understanding of call center tools, KPIs, and SLA management. Effective conflict resolution skills for both customer and employee issues. Strong organizational, time management, and multitasking capabilities. Adaptability in a fast-paced, evolving environment. Clear, concise communication—both written and verbal. A proactive, solution-oriented mindset with a passion for excellence. Ability to prioritize and execute tasks independently. Strong accountability and performance management skills. Compensation and Benefits
Starting compensation is based on experience. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Benefits vary by geography but typically include: Paid Time Off and paid holidays. Incentives and rewards programs with cash bonuses and prizes. Health benefits (medical, dental, vision) after eligibility periods, with MEC plans available in some locations. Retirement savings programs where offered. Disability and life insurance options. Career growth opportunities and paid training. A supportive, engaging work environment and casual dress code where appropriate. Equal Opportunity and Other Information
Employer may revise the job description at any time. This job description is not an employment contract. MCI is an equal opportunity employer and does not discriminate on protected characteristics. All employment decisions are based on merit and qualifications. Reasonable accommodations are available as required by law. About Mass Markets / MCI
Mass Markets operates as part of MCI, a holding company for a diverse lineup of tech-enabled business services. MCI provides front- and back-office services, IT services, and staffing across multiple locations and brands. This description reflects a general overview of the role and is not all-inclusive.
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Call Center Operations Manager role at Mass Markets. MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet client needs. This is a full-time, on-site role reporting to a physical contact center location. To be considered, applicants should complete a full application on the company careers page, including all screening questions and a brief pre-employment test. Key Responsibilities
Lead and mentor a team of call center supervisors overseeing inbound and outbound operations. Coach supervisors on customer service best practices and operational excellence. Monitor and manage KPIs, performance metrics, and productivity standards. Foster a culture of accountability, continuous improvement, and high performance. Oversee workforce management, including scheduling and performance goal setting. Develop strategies to ensure exceptional customer satisfaction across all interactions. Motivate and develop teams to maximize sales and service opportunities. Ensure accurate and timely payroll submissions. Drive revenue and profitability growth within the call center. Analyze team and individual performance to identify trends and improvement areas. Communicate process updates and key initiatives clearly and effectively. Collaborate with Quality Assurance, Training, IT, Recruiting, and other departments. Lead quality assurance efforts to maintain world-class service standards. Manage hiring, coaching, and, when necessary, termination of staff. Serve as a subject matter expert on client-specific operations. Manage remote team members as needed. Perform other duties as assigned. Candidate Qualifications
Minimum 5 years of call center management experience. Associate’s degree or equivalent combination of education and experience. Strong leadership and staff development skills. Excellent interpersonal and communication abilities. Advanced proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint). Proven ability to drive performance and meet sales and service targets. Deep understanding of call center tools, KPIs, and SLA management. Effective conflict resolution skills for both customer and employee issues. Strong organizational, time management, and multitasking capabilities. Adaptability in a fast-paced, evolving environment. Clear, concise communication—both written and verbal. A proactive, solution-oriented mindset with a passion for excellence. Ability to prioritize and execute tasks independently. Strong accountability and performance management skills. Compensation and Benefits
Starting compensation is based on experience. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Benefits vary by geography but typically include: Paid Time Off and paid holidays. Incentives and rewards programs with cash bonuses and prizes. Health benefits (medical, dental, vision) after eligibility periods, with MEC plans available in some locations. Retirement savings programs where offered. Disability and life insurance options. Career growth opportunities and paid training. A supportive, engaging work environment and casual dress code where appropriate. Equal Opportunity and Other Information
Employer may revise the job description at any time. This job description is not an employment contract. MCI is an equal opportunity employer and does not discriminate on protected characteristics. All employment decisions are based on merit and qualifications. Reasonable accommodations are available as required by law. About Mass Markets / MCI
Mass Markets operates as part of MCI, a holding company for a diverse lineup of tech-enabled business services. MCI provides front- and back-office services, IT services, and staffing across multiple locations and brands. This description reflects a general overview of the role and is not all-inclusive.
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