Experienced Call Center Manager

MCI Careers • Tampa, FL

38d • Onsite

About The Position

MCI is seeking an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment. MCI is a rapidly growing tech-enabled business services company with a significant call center presence and international operations. They offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. MCI is committed to professional development and career growth within a globally expanding organization. To be considered, candidates must complete a full application on the company careers page, including screening questions and a pre-employment test.

Requirements

• Bachelor’s degree in Business, Operations, or a related field.
• 5+ years of experience in a contact center, with at least 2 years in a management role.
• Strong leadership, analytical, and communication skills.
• Proficiency in contact center tools, CRM systems, and reporting platforms.
• Experience managing multiple teams or campaigns.

Responsibilities

• Oversee daily operations of the contact center, ensuring KPIs and SLAs are consistently met.
• Lead and mentor supervisors, team leads, and support staff.
• Analyze performance data and implement strategies for improvement.
• Collaborate with clients to align on goals, expectations, and service delivery.
• Manage workforce planning, scheduling, and resource allocation.
• Drive employee engagement, retention, and professional development.
• Ensure compliance with company policies and client requirements.

Benefits

• Paid Time Off
• Paid holidays
• Daily, weekly, and monthly contests with cash bonuses and prizes
• Medical, dental, and vision coverage for full-time employees after 60 days
• MEC medical plans for all employees after 30 days
• Retirement savings programs
• Short-term disability coverage
• Life insurance options
• Supplemental Insurance (Accident and critical illness)
• Career Growth opportunities with a focus on internal promotions
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level