Experienced Call Center Manager

Location : Sydney, NS

MCI is looking for an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment.

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.

Key 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.

Qualifications

Ideal candidates are highly motivated and dedicated. The following qualifications are required :

Locations

Background & Security

Benefits

Compensation & Benefits : MCI takes pride in tailoring offerings to fit the diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core commitments remain rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

This job operates in a professional office environment. While performing the duties, the employee will be largely sedentary and required to sit / stand for long periods while using a computer and telephone headset. Also required : regular computer and office equipment use, occasional light physical activity, and ability to move objects up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI to provide reasonable accommodations upon request, unless undue hardship exists.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment are based solely on merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

#J-18808-Ljbffr