Senior Operations Manager
About The Position
MCI is a rapidly expanding tech-enabled business services company with a significant call center presence and international operations. We offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Our contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer journeys, scalability, and cost-efficiency. MCI is dedicated to providing an environment for professional growth, continuous learning, and contribution to a global organization. We are seeking an experienced and results-driven Senior Operations Manager for our BPO team. This leadership role involves overseeing daily operations, driving performance across multiple campaigns, and ensuring exceptional client service. As a management team member, you will lead large, diverse teams, implement operational strategies, and identify opportunities for efficiency, productivity, and business performance improvements. You will be responsible for meeting KPIs, maintaining service excellence, and promoting continuous improvement and employee engagement. The ideal candidate will have strong leadership and people management skills, extensive BPO or customer service experience, and a proven ability to optimize processes and achieve measurable results. Analytical skills, client focus, and the ability to manage multiple priorities in a fast-paced, performance-driven environment are essential. To apply, complete a full application on our company careers page, including screening questions and a pre-employment test.
Requirements
- Bachelor's degree in Business Administration, Operations Management, or a related field (preferred).
- Minimum of 5-7 years of experience in BPO operations management, with at least 3 years in a leadership role.
- Proven track record in managing large teams, driving performance, and improving operational efficiency.
- Strong understanding of workforce management, process optimization, and client relationship management.
- Excellent leadership, communication, and decision-making skills.
- Ability to work in a fast-paced, high-pressure environment with shifting priorities.
- Proficiency in data analysis, reporting tools, and KPI monitoring.
- Experience in handling first-party collections, customer service, or sales operations (preferred).
- Knowledge of call center technologies, CRM systems, and compliance regulations.
Responsibilities
- Oversee daily operations to ensure seamless service delivery and adherence to SLAs.
- Manage, coach, and develop team managers and supervisors to drive performance and engagement.
- Analyze key performance metrics to identify trends, areas of improvement, and implement corrective actions.
- Develop and implement strategies to optimize workforce efficiency and productivity.
- Collaborate with stakeholders, including clients and internal teams, to ensure alignment on business objectives.
- Foster a culture of continuous improvement by driving process enhancements and best practices.
- Monitor and manage operational budgets, ensuring cost efficiency without compromising service quality.
- Ensure compliance with company policies, industry regulations, and client contractual agreements.
- Drive employee engagement initiatives to enhance retention and team morale.
- Lead transformation and change management initiatives to adapt to business needs and technological advancements.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
