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.
We are 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
* 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.
All MCI Locations
* Must be authorized to work in the country where the job is based.
Background & Security Requirements
* Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
* Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)
Compensation & Benefits
* Competitive starting compensation based on experience.
* Health, dental, and vision coverage (HMO and dependent options).
* Performance and loyalty bonuses.
* Allowances for rice, clothing, laundry, and meals.
* Free meals during training, employee shuttle services, company retreats, and off‑site events.
* Opportunities for growth, promotion, and professional development.
EEO & Diversity Statement
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 at MCI are based solely on a person's 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. 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. If reasonable accommodations are needed, please contact Human Resources.
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