Operations Manager

OneMCI•Wichita, KS

11h•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. The Operations Manager serves as the senior on‑site leader responsible for operational delivery, client partnership, and performance results. This role ensures alignment between organizational goals, workforce execution, and service excellence. 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 Administration, Operations Management, or related field (or equivalent experience).
3 years of contact center/BPO leadership experience with multi-functional oversight.
Proven success managing large teams through layered leadership structures.
Strong financial management capabilities including budgeting, forecasting, and cost control.
Demonstrated ability to build and maintain client relationships, including executive-level stakeholders.
Experience achieving KPI performance, delivering SLAs, and leading continuous improvement initiatives.
Advanced decision‑making and problem‑solving skills in fast-paced environments.
Strong knowledge of workforce planning, quality frameworks, and operational analytics.
Excellent communication, presentation, and change management abilities.

Nice To Haves

Experience within fintech, financial services, or regulated industries.
Six Sigma, Lean, or similar process improvement certifications.
Experience launching new programs or scaling operations.
Familiarity with automation, AI‑enabled tools, or digital transformation initiatives.

Responsibilities

Oversee day‑to‑day management of the account and maintain communication with client operational contacts.
Drive performance outcomes to achieve SLAs, KPIs, and quality expectations.
Lead, mentor, and develop functional leaders to ensure consistent execution.
Manage client updates, reporting, and escalation handling.
Ensure alignment across Quality, Training, Workforce, and Talent Acquisition functions.
Identify opportunities to enhance processes, improve efficiency, and elevate customer experience.
Maintain compliance with company policies, security requirements, and regulatory standards.

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.