Call Center Operations Management

Operations Manager

Location : Killeen, TX

Job Type : Full-Time

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.

This role is responsible for the management and development of supervisors and all other operational management associated with day-to-day contact center operations. Operations Management is responsible for the development and implementation of all operational strategy that ensures that performance, culture and overarching contact center controls and processes are aligned with corporate and client objectives. This role works closely with corporate leadership and requires a high degree of initiative, sound judgment and leadership.

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 :

Key Responsibilities :

• Manage Sales Supervisors
• Oversee quality, production, and hours
• Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives
• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
• Directs sales forecasting activities and sets performance goals and objectives accordingly
• Review and provide guidelines and best practices for maintaining competitive edge
• Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
• Analyze and respond to changing market conditions, to include competitive benchmarking
• Analyze trends which includes producing statistical reports on individual performance and sales trends
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of Supervisors
• Responsible for weekly payroll review and submission to ensure correct entries
• Building management of all building maintenance.
• Responsible for the physical security of the building
• Other duties and responsibilities as assigned

Candidate Qualifications :

Wonder if you are a good fit for this position? The ideal candidate for this role would share and understand the high growth objectives of our team. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent the company internally and client facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.

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 :

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 persons 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 MCIs 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 qualified applicants with criminal histories for employment 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, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

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 as