Experienced Call Center Manager

OneMCI•Killeen, TX

9d•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 looking for an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment. 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.
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.

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.