Operations Director

OneMCI•Wichita, KS

181d•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 dynamic Operations Director to lead our Wichita site into its next chapter of success. This is not your typical call center leadership role. If you’ve run a hotel, managed multiple restaurants, overseen a busy construction site, or directed operations in a high-volume service environment, we want to hear from you. We’re looking for a proven leader who thrives on building high-performing teams, managing complex operations, and delivering exceptional customer experiences no matter the industry. 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

Proven senior leadership experience in BPO (preferred) , or in hospitality, retail, construction, logistics, manufacturing, or other large-scale operational environments.
Demonstrated success in leading teams of 100+ in fast-paced, results-driven settings.
Strong commercial and financial acumen, including P&L management .
Exceptional communication, decision-making, and problem-solving abilities.
Skilled at navigating change and adapting strategies to drive growth and performance.

Responsibilities

Lead, mentor, and motivate managers, supervisors, and frontline staff to consistently exceed operational targets.
Oversee budgets, P&L, and resource allocation to maximize site performance and profitability.
Champion a culture of accountability, collaboration, and service excellence.
Direct all site operations, ensuring efficiency, compliance, and exceptional outcomes.
Introduce and manage process improvements that boost productivity and elevate the customer experience.
Build and maintain strong relationships with clients, stakeholders, and community partners.
Manage quality assurance, productivity metrics, and workforce planning.
Design and execute strategic sales initiatives aligned with company goals.
Monitor and optimize KPIs, SLAs, and operational policies for peak performance.
Set and manage sales forecasts and performance objectives.
Establish best practices to maintain market competitiveness.
Develop strategies to ensure outstanding customer satisfaction across all interactions.
Conduct market research and competitor benchmarking to guide operational decisions.
Prepare performance reports and analyze sales trends to drive continuous improvement.
Foster a high-performance, engaged, and motivated team environment.
Oversee payroll accuracy and timely processing.
Manage building operations, including maintenance and site security.
Partner with corporate leadership to deliver strategic initiatives.
Perform additional duties as required.

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.