Job Description

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. Overview We are looking for an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment. Key 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. Ideal Fit 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. Compensation & Benefits Competitive starting compensation based on experience. Paid Time Off (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 of employment; MEC plans after 30 days. Retirement Savings: available savings programs where applicable. Disability Insurance: short‑term coverage. Life Insurance: options available. Supplemental Insurance: accident and critical illness coverage. Career Growth: internal promotion opportunities. Paid Training: earn a paycheck while learning new skills. Fun, Engaging Work Environment and Casual Dress Code. Job Requirements Must be authorized to work in the country where the job is based. Background investigation (up to Level II) and fingerprint may be required; offers contingent on results. Drug screening required; offers contingent on results (does not apply in Canada). Work Environment This role is performed in a professional office environment. The employee will be largely sedentary, sitting or standing for long periods while using a computer and telephone headset. Regular use of office equipment such as a phone, copier, and printer, and will occasionally need to move about the office, reach, lift, or carry up to forty (40) pounds. Equal Employment Opportunity Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations to qualified applicants or employees with disabilities unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If accommodations are needed, contact Human Resources. MCI embraces differences and believes diversity benefits employees, customers, and the community. All aspects of employment are based solely on merit and qualifications. MCI maintains a discrimination‑free workplace and complies with all applicable laws. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI will not tolerate discrimination or harassment based on protected characteristics. The company provides equal opportunity to all employees and applicants, including those with protected disabilities, and adheres to applicable legal requirements. #J-18808-Ljbffr

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