Call Center Operations Manager

MassMarkets-posted 3 months ago

Full-time • Manager

Killeen, TX

501-1,000 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

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MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We're seeking dynamic and experienced call center leaders to support both commercial and public sector clients. In this role, you'll lead a team of 5-10 supervisors and be directly accountable for their performance and development. This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations. 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.

Lead and mentor a team of call center supervisors overseeing inbound and outbound operations.
Coach supervisors on customer service best practices and operational excellence.
Monitor and manage KPIs, performance metrics, and productivity standards.
Foster a culture of accountability, continuous improvement, and high performance.
Oversee workforce management, including scheduling and performance goal setting.
Develop strategies to ensure exceptional customer satisfaction across all interactions.
Motivate and develop teams to maximize sales and service opportunities.
Ensure accurate and timely payroll submissions.
Drive revenue and profitability growth within the call center.
Analyze team and individual performance to identify trends and improvement areas.
Communicate process updates and key initiatives clearly and effectively.
Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting.
Lead quality assurance efforts to maintain world-class service standards.
Manage hiring, coaching, and, when necessary, termination of staff.
Serve as a subject matter expert on client-specific operations.
Manage remote team members as needed.
Perform other duties as assigned.

Minimum 5 years of call center management experience.
Associate's degree or equivalent combination of education and experience.
Strong leadership and staff development skills.
Excellent interpersonal and communication abilities.
Advanced proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
Proven ability to drive performance and meet sales and service targets.
Deep understanding of call center tools, KPIs, and SLA management.
Effective conflict resolution skills for both customer and employee issues.
Strong organizational, time management, and multitasking capabilities.
Adaptability in a fast-paced, evolving environment.
Clear, concise communication-both written and verbal.
A proactive, solution-oriented mindset with a passion for excellence.
Ability to prioritize and execute tasks independently.
Strong accountability and performance management skills.

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.

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