Performance Management

Mci World-posted 8 months ago

Full-time • Mid Level

Administrative and Support Services

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MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are seeking a results-driven Performance Manager to join our dynamic team. In this strategic role, you will be instrumental in enhancing client satisfaction, optimizing service delivery, and leading continuous improvement initiatives across our global operations. This is a high-impact position that requires strong leadership, data-driven decision-making, and a passion for operational 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.

Build and maintain strong, trust-based client relationships to ensure satisfaction, retention, and long-term success.
Serve as a key point of contact and escalation for client concerns.
Oversee daily operations with a focus on key performance indicators (KPIs) and service level agreements (SLAs).
Identify performance trends and implement action plans to address gaps.
Lead performance analysis and reporting efforts by developing and delivering dashboards, insights, and performance reviews to drive data-driven decision-making.
Collaborate with leadership and cross-functional teams to design and implement strategic solutions that improve efficiency, quality, and client outcomes.
Drive a culture of continuous improvement.
Coach and mentor team leads and people managers to strengthen leadership capabilities and support talent development across the organization.
Ensure the successful execution of action plans related to operations, training, and quality.
Act as a bridge between Operations, Training, and Quality teams to align strategies and ensure smooth execution.
Identify opportunities to streamline workflows, enhance productivity, and optimize performance.
Lead initiatives that support operational excellence and innovation.

Bachelor's Degree.
Minimum of 5 years' experience in Performance Management, Client Services, Account Management, or a similar role, preferably in a BPO, shared services, or outsourcing environment.
Demonstrated experience in managing and developing teams, providing coaching, and driving accountability at multiple levels.
Strong proficiency in performance analysis, KPI tracking, and the use of reporting platforms and tools (e.g., Excel, BI dashboards).
Proven ability to translate business challenges into actionable strategies and lead cross-functional initiatives to successful outcomes.
Experience in a client-facing role, with excellent communication, stakeholder management, and relationship-building skills.
Knowledge and practical experience in driving process improvement and aligning operations, training, and quality for enhanced performance.

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 90 days of employment, and all employees have access to MEC medical plans after just 30 days.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
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.

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