Job Details

POSITION OVERVIEWMCI is a fast‑growing tech‑enabled business services company with a strong call center footprint across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions for industries including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by on‑site and remote agents, using advanced technologies to enhance customer journeys, drive scalability, and reduce costs.We are committed to fostering an environment where professionals build meaningful careers, access continuous learning opportunities, and contribute to a globally expanding organization.We 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.The 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.This 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 incentive programs.POSITION RESPONSIBILITIESKey Responsibilities:Lead and manage 5–10 call center supervisors overseeing inbound and outbound teamsCoach and develop supervisors on customer service best practices and performance managementMonitor and improve call center metrics, productivity, and service qualityFoster a culture of accountability, continuous improvement, and excellenceOversee workforce management and set clear performance goalsDevelop strategies to enhance customer satisfaction across all service interactionsMotivate teams to maximize sales opportunities and meet revenue targetsEnsure accurate and timely payroll review and submissionTrack and analyze individual and team performance, addressing strengths and areas for improvementCommunicate process updates and key messages effectively to supervisorsCollaborate with departments such as Quality Assurance, Training, IT, and RecruitingDesign and audit quality assurance strategies to ensure top‑tier service deliveryManage hiring, coaching, and termination processes for call center staffServe as a subject matter expert on client‑specific operationsManage employees as neededPerform other duties as assignedQUALIFICATIONSMust be 18 years or olderHigh school diploma or equivalent2+ years of experience in call center operations managementStrong data entry and computer skillsFluent in English (spoken and written)Wired high‑speed internet connection (20Mbps+ download speed)Excellent organizational, written, and verbal communication skillsTyping speed of 20+ words per minuteAvailability to work scheduled shifts, including during trainingProficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)Ability to learn and navigate complex computer systemsReliable attendance and punctualityStrong conflict resolution, problem‑solving, and negotiation skillsCustomer‑focused mindset: empathetic, responsive, and patientAbility to multitask, self‑manage, and stay focused in a fast‑paced environmentStrong interpersonal skills and team orientationCOMPENSATION & BENEFITSPaid Time Off: Earn PTO and paid holidaysIncentives & Rewards: Participate in daily, weekly, and monthly contests with cash bonuses and prizesHealth Benefits: Full‑time employees eligible for comprehensive medical, dental, and vision coverage after 60 days; all employees have access to MEC plans after 30 daysRetirement Savings: Available retirement savings programsDisability Insurance: Short‑term disability coverageLife Insurance: Access to life insurance optionsSupplemental Insurance: Accident and critical illness insuranceCareer Growth: Focus on internal promotions and advancement opportunitiesPaid Training: Earn a paycheck while learning new skillsFun, Engaging Work Environment: Team‑oriented culture fostering collaboration and engagementCasual Dress Code: Comfortable work attirePHYSICAL REQUIREMENTSThis job operates in a professional office environment. The employee will be largely sedentary and may be required to sit/stand for long periods while using a computer and telephone headset. The employee will be required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally need to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects, hold objects, and move or exert force up to forty (40) pounds.CONDITIONS OF EMPLOYMENTMust 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.REASONABLE ACCOMMODATIONConsistent with the Americans with Disabilities Act (ADA), MCI provides 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.EQUAL OPPORTUNITY EMPLOYERAt 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 person's 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 MCI's commitment to a diverse and equal‑opportunity work environment.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.MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.#J-18808-Ljbffr