Experienced Call Center Manager

OneMCI•Tampa, FL

1d•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 looking for an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment. 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

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
Incentives & Rewards (cash bonuses, electronics, vacations, cars)
Comprehensive 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 insurance)
Career Growth (internal promotions)
Paid Training
Casual Dress Code