Call Center Operations Manager

divh2Job Posting/h2pLocation: Savannah, GA/ppJob Type: Full-Time/ppPay Types: Salary + Bonus/ppBenefits Perks: Management: Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement/ppApplication Details: No Resume Required, On-site Interview/ppPosition Overview: 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./ppWere seeking dynamic and experienced call center leaders to support both commercial and public sector clients. In this role, youll lead a team of 510 supervisors and be directly accountable for their performance and development./ppThis is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations./ppTo 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./ppPosition Responsibilities: Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisor to complete performance reviews and 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./ppKey Responsibilities:/pulliLead and mentor a team of call center supervisors overseeing inbound and outbound operations./liliCoach supervisors on customer service best practices and operational excellence./liliMonitor and manage KPIs, performance metrics, and productivity standards./liliFoster a culture of accountability, continuous improvement, and high performance./liliOversee workforce management, including scheduling and performance goal setting./liliDevelop strategies to ensure exceptional customer satisfaction across all interactions./liliMotivate and develop teams to maximize sales and service opportunities./liliEnsure accurate and timely payroll submissions./liliDrive revenue and profitability growth within the call center./liliAnalyze team and individual performance to identify trends and improvement areas./liliCommunicate process updates and key initiatives clearly and effectively./liliCollaborate with departments such as Quality Assurance, Training, IT, and Recruiting./liliLead quality assurance efforts to maintain world-class service standards./liliManage hiring, coaching, and, when necessary, termination of staff./liliServe as a subject matter expert on client-specific operations./liliManage remote team members as needed./liliPerform other duties as assigned./li/ulpCandidate Qualifications: Its about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated./ppRequired:/pulliMinimum 5 years of call center management experience./liliAssociates degree or equivalent combination of education and experience./liliStrong leadership and staff development skills./liliExcellent interpersonal and communication abilities./liliAdvanced proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)./liliProven ability to drive performance and meet sales and service targets./liliDeep understanding of call center tools, KPIs, and SLA management./liliEffective conflict resolution skills for both customer and employee issues./liliStrong organizational, time management, and multitasking capabilities./liliAdaptability in a fast-paced, evolving environment./liliClear, concise communicationboth written and verbal./liliA proactive, solution-oriented mindset with a passion for excellence./liliAbility to prioritize and execute tasks independently./liliStrong accountability and performance management skills./li/ulpConditions of Employment: All MCI Locations/pulliMust be authorized to work in the country where the job is based./li/ulpSubject to the program and location of the position/pulliMust 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./liliMust be willing to submit to drug screening. Job offers are contingent on drug screening results./li/ulpCompensation Details: Want an employer that values your contribution?/ppAt MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members./ppWhat You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:/pulliPaid Time Off: Earn PTO and paid holidays to take the time you need./liliIncentives Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!/liliHealth Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location./liliRetirement Savings: Secure your future with retirement savings programs, where available./liliDisability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges./liliLife Insurance: Access life insurance options to safeguard your loved ones./liliCareer Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities./liliPaid Training: Learn new skills while earning a paycheck./liliFun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement./liliCasual Dress Code: Be comfortable while you work./li/ulpCompensation Benefits that Fit Your Life: MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued./ppIf youre ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!/ppPhysical 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, and move or exert force up to forty (40) pounds./ppReasonable 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 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./ppDiversity and Equality: At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a persons merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCIs commitment to a diverse and equal-opportunity work environment./ppAbout MCI (Parent Company): MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine/p/div