Call Center Operations Manager

Job Posting

Location : Savannah, GA

Job Type : Full-Time

Pay Types : Salary + Bonus

Benefits & Perks : Management : Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement

Application Details : No Resume Required, On-site Interview

Position Overview : 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're seeking dynamic and experienced call center leaders to support both commercial and public sector clients. In this role, you'll lead a team of 510 supervisors and be directly accountable for their performance and development.

This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations.

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.

Position Responsibilities : Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account.

Key Responsibilities :

• Lead and mentor a team of call center supervisors overseeing inbound and outbound operations.
• Coach supervisors on customer service best practices and operational excellence.
• Monitor and manage KPIs, performance metrics, and productivity standards.
• Foster a culture of accountability, continuous improvement, and high performance.
• Oversee workforce management, including scheduling and performance goal setting.
• Develop strategies to ensure exceptional customer satisfaction across all interactions.
• Motivate and develop teams to maximize sales and service opportunities.
• Ensure accurate and timely payroll submissions.
• Drive revenue and profitability growth within the call center.
• Analyze team and individual performance to identify trends and improvement areas.
• Communicate process updates and key initiatives clearly and effectively.
• Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting.
• Lead quality assurance efforts to maintain world-class service standards.
• Manage hiring, coaching, and, when necessary, termination of staff.
• Serve as a subject matter expert on client-specific operations.
• Manage remote team members as needed.
• Perform other duties as assigned.

Candidate Qualifications : It's about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Required :

Conditions of Employment : All MCI Locations

Subject to the program and location of the position

Compensation Details : Want an employer that values your contribution?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI : We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy :

Compensation & Benefits that Fit Your Life : MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same : rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

Physical Requirements : 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. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation : 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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Diversity and Equality : At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

About MCI (Parent Company) : MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine