Call Center Operations Manager

MassMarkets-posted 3 months ago
Full-time • Manager
Wichita, KS
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.

  • 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
  • Medical
  • Dental
  • Vision
  • Life Insurance
  • Retirement
  • Company Cell Phone
  • Company Laptop
  • Advancement
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