Operations Supervisor - Flood Relief Call Center

MCI Careers•Wichita, KS

151d•$48,000 - $52,000•Onsite

About The Position

MCI is seeking an Operations Supervisor to lead and manage the team supporting the Flood Support project. This role is critical for maintaining efficient day-to-day operations and achieving outstanding performance results. Fluency in both English and Spanish is highly preferred. This position involves working on a U.S. Federal Contract, and strict compliance with federal guidelines and protocols is mandatory. Candidates must demonstrate the ability to perform duties with precision and maintain confidentiality at all times. Candidates must pass a Level 2 fingerprint background check.

Requirements

Proven experience in a contact center environment.
Demonstrated supervisory experience with a track record of effective team leadership.
Fluency in both English and Spanish
Strong organizational and problem-solving skills.
Ability to manage multiple responsibilities in a fast-paced environment.
Excellent interpersonal and communication skills to effectively lead and engage team members.
Proficiency in using contact center software and analytics tools to drive performance.
Ability to handle conflict resolution and foster a positive work environment.
Adaptability to evolving project needs and the ability to implement changes effectively.
Strong time management skills to prioritize tasks and meet deadlines.
Commitment to continuous learning and development to enhance supervisory capabilities.
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

Familiarity with Federal and State Local Education Departments (Fed/SLED) processes is a plus.

Responsibilities

Direct and oversee all aspects of daily operations for the Flood Support project to ensure seamless execution and efficiency.
Drive team performance by setting clear goals, monitoring progress, and fostering a high-productivity environment aligned with organizational objectives.
Manage staff attendance, create and adjust schedules, and oversee shift management to optimize workforce deployment.
Proactively address performance concerns, provide constructive feedback, and implement corrective actions, including terminations when required.
Serve as the primary communication link between team members and stakeholders to ensure project objectives and expectations are met.
Uphold compliance with company policies, industry standards, and relevant regulatory requirements.
Identify opportunities for process improvements and implement strategies to enhance operational efficiency.
Provide coaching and mentorship to team members to support professional growth and skill development.
Monitor and report key performance indicators (KPIs) to assess team effectiveness and project success.
Collaborate with other departments to ensure resource availability and alignment with organizational goals.
Perform additional tasks as assigned to support project needs and organizational objectives.

Benefits

Paid Time Off
Paid holidays
Daily, weekly, and monthly contests that include cash bonuses and prizes
Comprehensive medical, dental, and vision coverage for full-time employees after 60 days of employment
MEC medical plans for all employees after 30 days
Retirement savings programs, where available
Short-term disability coverage
Life insurance options
Supplemental Insurance: Accident and critical illness insurance
Significant advancement opportunities through internal promotions
Paid Training
Fun, Engaging Work Environment
Casual Dress Code