Contact Center Manager

About MCI

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries.

We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services.

Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

Position Overview

We are seeking a strategic and results-oriented Contact Center Manager to oversee the daily operations of our BPO contact center. This leadership role is responsible for ensuring service excellence, operational efficiency, and client satisfaction across multiple campaigns. If you’re a strong leader with a passion for people and performance, we’d love to hear from you.

Key Responsibilities

• Manage overall contact center operations, including staffing, performance, and service delivery.
• Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs.
• Collaborate with clients to understand business needs and ensure alignment with service goals.
• Analyze operational data and implement strategies to improve efficiency and customer satisfaction.
• Drive continuous improvement initiatives across training, quality, and workforce management.
• Ensure compliance with company policies, client requirements, and regulatory standards.
• Prepare and present performance reports to senior leadership and clients.

Qualifications

Location & Eligibility

Benefits & Compensation

Additional Information

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.

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.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Other

Industries

Outsourcing and Offshoring Consulting

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