MCI
Location
Savannah, GA
Job Type & Full-Time Salary + BonusBenefits & Perks
Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement
Application Detailsh3> No Resume Required, On-site Interview
Position Overview 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 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’re seeking dynamic and experienced call center leaders to support both commercial and public sector clients. In this role, you’ll lead a team of 5–10 supervisors and be directly accountable for their performance and development.
This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations.
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.
Position Responsibilities What does someone in this do?
Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Manager position is responsible for ensuring call quality from to finish, and proactively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisors to complete performance reviews coaching to ensure maximum quality and production of direct reports. Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account.
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 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 departments such as Quality Assurance, Training, IT, and Recruiting.
Lead quality efforts to maintain world-class service standards.
Manage hiring, coaching, and, when necessary, of.
Perform other duties as assigned.
Candidate Qualifications Won the good fit for this position?
Ideal candidates for this position are highly motivated, energetic, and dedicated. They have a background in building relationships and turning knowledge into customer wins. The role requires a minimum of 5 years of call center management experience.
Required:
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, multitasking.>
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.
Must be authorized to work in the country where the job is based.
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.
Compensation Details Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. Our compensation and benefits packages are designed to be competitive and to grow with you over time.
What You Can Expect fromCI:
Paid Time Off:
Earn PTO and paid holidays to take the time you need.
centives & Rewards:
Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits:
Full-time employees eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings:
Secure your future with retirement savings programs, where available.
Disability Insurance:
Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance:
Access life insurance options to safeguard your loved ones.
Supplemental Insurance:
Accident and critical illness insurance.
Career Growth:
With a focus on internal promotions, employees enjoy significant advancement opportunities. \
Paid Training:
Learn new skills while earning ali>
Fun, Engaging Environment:
Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code:
Be comfortable while you work.
Physical Requirements 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, or exert force up to forty (40) pounds.
Reasonable Accommodation 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 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.
Diversity and Equality 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 qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.
Disclaimer The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job is not an employment contract, and either you or the employer may terminate employment at any time for any reason.
#J-18808-Ljbffr
Job Type & Full-Time Salary + BonusBenefits & Perks
Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement
Application Detailsh3> No Resume Required, On-site Interview
Position Overview 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 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’re seeking dynamic and experienced call center leaders to support both commercial and public sector clients. In this role, you’ll lead a team of 5–10 supervisors and be directly accountable for their performance and development.
This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations.
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.
Position Responsibilities What does someone in this do?
Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Manager position is responsible for ensuring call quality from to finish, and proactively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisors to complete performance reviews coaching to ensure maximum quality and production of direct reports. Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account.
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 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 departments such as Quality Assurance, Training, IT, and Recruiting.
Lead quality efforts to maintain world-class service standards.
Manage hiring, coaching, and, when necessary, of.
Perform other duties as assigned.
Candidate Qualifications Won the good fit for this position?
Ideal candidates for this position are highly motivated, energetic, and dedicated. They have a background in building relationships and turning knowledge into customer wins. The role requires a minimum of 5 years of call center management experience.
Required:
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, multitasking.>
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.
Must be authorized to work in the country where the job is based.
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.
Compensation Details Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. Our compensation and benefits packages are designed to be competitive and to grow with you over time.
What You Can Expect fromCI:
Paid Time Off:
Earn PTO and paid holidays to take the time you need.
centives & Rewards:
Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits:
Full-time employees eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings:
Secure your future with retirement savings programs, where available.
Disability Insurance:
Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance:
Access life insurance options to safeguard your loved ones.
Supplemental Insurance:
Accident and critical illness insurance.
Career Growth:
With a focus on internal promotions, employees enjoy significant advancement opportunities. \
Paid Training:
Learn new skills while earning ali>
Fun, Engaging Environment:
Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code:
Be comfortable while you work.
Physical Requirements 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, or exert force up to forty (40) pounds.
Reasonable Accommodation 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 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.
Diversity and Equality 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 qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.
Disclaimer The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job is not an employment contract, and either you or the employer may terminate employment at any time for any reason.
#J-18808-Ljbffr