Contact Center Manager

OneMCI•Wichita, KS

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 seeking a strategic and results-oriented Contact Center Manager to oversee the daily operations of our BPO contact center. This leadership role is responsible for ensuring service excellence, operational efficiency, and client satisfaction across multiple campaigns. If you’re a strong leader with a passion for people and performance, we’d love to hear from you. 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 (preferred).
3+ years of experience in a contact center leadership role, preferably in a BPO environment.
Proven ability to manage large teams and complex operations.
Strong understanding of contact center metrics, tools, and technologies.
Excellent leadership, communication, and problem-solving skills.

Nice To Haves

Experience working with international clients is a plus.

Responsibilities

Manage overall contact center operations, including staffing, performance, and service delivery.
Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs.
Collaborate with clients to understand business needs and ensure alignment with service goals.
Analyze operational data and implement strategies to improve efficiency and customer satisfaction.
Drive continuous improvement initiatives across training, quality, and workforce management.
Ensure compliance with company policies, client requirements, and regulatory standards.
Prepare and present performance reports to senior leadership and clients.

Benefits

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.