Call Center Manager
MCI Careers • Addison, TX176d • Onsite
Call Center Manager Jobs
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Experienced Call Center Manager
MCI Careers•Addison, TX
•Onsite
About The Position
MCI is seeking an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment. MCI is a rapidly growing tech-enabled business services company with a significant call center presence and international operations. They offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. MCI is committed to professional development and career growth within a globally expanding organization. To be considered, candidates must complete a full application on the company careers page, including screening questions and a pre-employment test.
Requirements
- Bachelor’s degree in Business, Operations, or a related field.
- 5+ years of experience in a contact center, with at least 2 years in a management role.
- Strong leadership, analytical, and communication skills.
- Proficiency in contact center tools, CRM systems, and reporting platforms.
- Experience managing multiple teams or campaigns.
Responsibilities
- Oversee daily operations of the contact center, ensuring KPIs and SLAs are consistently met.
- Lead and mentor supervisors, team leads, and support staff.
- Analyze performance data and implement strategies for improvement.
- Collaborate with clients to align on goals, expectations, and service delivery.
- Manage workforce planning, scheduling, and resource allocation.
- Drive employee engagement, retention, and professional development.
- Ensure compliance with company policies and client requirements.
Benefits
- Paid Time Off
- Paid holidays
- Daily, weekly, and monthly contests with cash bonuses and prizes
- Medical, dental, and vision coverage for full-time employees after 60 days
- MEC medical plans for all employees after 30 days
- Retirement savings programs
- Short-term disability coverage
- Life insurance options
- Supplemental Insurance (Accident and critical illness)
- Career Growth opportunities with a focus on internal promotions
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Job Search Resources
Career Resources
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