Experienced Call Center Manager

MCI Careers•Westmount, NS

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.