Call Center Director

MCI Careers•Wichita, KS

80d•Onsite

About The Position

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. 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. The Director is responsible for the management and development of supervisors and all other operational management associated with day-to-day contact center operations. Operationally, the Associate Director is responsible for the development and implementation of all operational strategy the ensures that performance, culture and overarching contact center controls and processes are aligned with corporate and client objectives. This role works closely with corporate leadership and requires a high degree of initiative, sound judgment and leadership. 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

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

Benefits

Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.