Call Center Director

OneMCI•Wichita, KS

4d•Onsite

About The Position

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 are seeking an experienced and strategic Call Center Director to lead and oversee all aspects of contact center operations. This role is responsible for the leadership, development, and performance management of supervisors and operational management teams, ensuring the effective execution of daily contact center activities. As a key operational leader, you will be responsible for developing and implementing operational strategies that drive performance, enhance employee engagement, and ensure that processes, controls, and service delivery standards align with both corporate objectives and client expectations. You will work closely with executive leadership to foster a high-performance culture, optimize operational efficiency, and deliver exceptional customer and business outcomes. This position requires strong leadership capabilities, sound decision-making skills, strategic thinking, and the ability to influence and drive results across multiple teams and stakeholders. 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.

Requirements

Associate’s degree and/or relevant work experience
Exceptional interpersonal & communication skills
Strong supervisory experience including staff development
Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
Demonstrated ability to drive sales through the actions of others
Understanding of call center tools and technology used to manage KPIs and SLAs
Possess effective conflict resolution skills (both customer and agent conflict)
Possess time management, planning, organizational and multi-tasking skills
Ability to learn new products and systems
Ability to work in a professional fast-paced environment
Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
Must be willing to submit to drug screening.

Nice To Haves

The ideal candidate for this role would share and understand the high growth objectives of Mass Markets.
This position requires an advanced degree of leadership, creative thinking, and dedication to people.
The ability to professionally represent Mass Markets internally and client facing is a must.
The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views.
This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.

Responsibilities

Manage Sales Supervisors
Oversee quality, production, and hours.
Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives
Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
Directs sales forecasting activities and sets performance goals and objectives accordingly
Review and provide guidelines and best practices for maintaining competitive edge
Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
Analyze and respond to changing market conditions, to include competitive benchmarking
Analyze trends which includes producing statistical reports on individual performance and sales trends
Provide team motivation and development to maximize sales opportunities
Responsible for the overall performance and productivity of Supervisors
Responsible for weekly payroll review and submission to ensure correct entries
Building management of all building maintenance.
Responsible for the physical security of the building
Other duties and responsibilities as assigned