Call Center Customer Service Manager

divh2Call Center Customer Service Manager/h2pMCI 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./ppWe are seeking a highly skilled and motivated Call Center Customer Service Manager to lead a team of supervisors and drive performance across our customer service and sales operations. This role is ideal for a dynamic leader who can inspire teams, deliver measurable results, and ensure exceptional service for our clients./ppThe ideal candidate is experienced, organized, people-oriented, and has a strong work ethic. A background in call center operations management is required, with additional experience in customer service, technical support, or back-office operations preferred./ppThis is a full-time, on-site position at one of our physical contact center locations. We offer competitive compensation, performance-based bonuses, comprehensive medical, dental, and vision benefits, paid vacation and holidays, and exciting incentive programs./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./ph2Position Responsibilities/h2pOperations 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 manage 510 call center supervisors overseeing inbound and outbound teams/liliCoach and develop supervisors on customer service best practices and performance management/liliMonitor and improve call center metrics, productivity, and service quality/liliFoster a culture of accountability, continuous improvement, and excellence/liliOversee workforce management and set clear performance goals/liliDevelop strategies to enhance customer satisfaction across all service interactions/liliMotivate teams to maximize sales opportunities and meet revenue targets/liliEnsure accurate and timely payroll review and submission/liliTrack and analyze individual and team performance, addressing both strengths and areas for improvement/liliCommunicate process updates and key messages effectively to supervisors/liliCollaborate with departments such as Quality Assurance, Training, IT, and Recruiting/liliDesign and audit quality assurance strategies to ensure top-tier service delivery/liliManage hiring, coaching, and termination processes for call center staff/liliServe as a subject matter expert on client-specific operations/liliManage remote employees as needed/liliPerform other duties as assigned/li/ulh2Candidate Qualifications/h2pIts 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:/pulliMust be 18 years or older/liliHigh school diploma or equivalent/lili2+ years of experience in call center operations management/liliStrong data entry and computer skills/liliFluent in English (spoken and written)/liliWired high-speed internet connection (20Mbps+ download speed)/liliExcellent organizational, written, and verbal communication skills/liliTyping speed of 20+ words per minute/liliAvailability to work scheduled shifts, including during training/liliProficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)/liliAbility to learn and navigate complex computer systems/liliReliable attendance and punctuality/liliStrong conflict resolution, problem-solving, and negotiation skills/liliCustomer-focused mindset: empathetic, responsive, and patient/liliAbility to multitask, self-manage, and stay focused in a fast-paced environment/liliStrong interpersonal skills and team orientation/li/ulh2Conditions of Employment/h2pAll 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/ulh2Compensation Details/h2pAt 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:/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./ph2Physical Requirements/h2pThis 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./ph2Reasonable Accommodation/h2pConsistent 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./ph2Diversity and Equality/h2pAt 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./ppMCI 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/p/div