Contact Center Manager
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
- 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.
- Must be authorized to work in the country where the job is based.
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
- Must be willing to submit to drug screening.
Nice To Haves
- Bachelor’s degree in Business, Operations, or a related field (preferred).
- 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
- Paid holidays
- Daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
- Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment
- All employees have access to MEC medical plans after just 30 days.
- Retirement savings programs, where available.
- Short-term disability coverage
- Life insurance options
- Supplemental Insurance: Accident and critical illness insurance
- Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
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What This Job Offers
Job Type
Full-time
Career Level
Manager
