Call Center Operations Manager

MCI; Sydney; On-site; CAD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking an Operations Manager to lead a dynamic team within a vibrant call center environment. This full-time role involves coaching and developing supervisors while ensuring high-quality service for commercial and public sector clients. The ideal candidate will have a strong background in call center operations management and a passion for driving team success. Join a collaborative workplace that values your contributions and offers numerous opportunities for growth and advancement. If you're ready to make a significant impact and thrive in a fast-paced setting, this is the perfect opportunity for you.

Benefits

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Retirement Plan

Company Cell Phone

Company Laptop

Career Advancement Opportunities

Paid Training

Qualifications

• 5+ years of call center management experience required.
• Exceptional interpersonal and communication skills are essential.
• Strong supervisory experience with staff development.

Responsibilities

• Manage day-to-day activities of 5-10 supervisors in a call center.
• Ensure call quality and improve internal processes program-wide.
• Conduct performance reviews and coaching for direct reports.

Skills

Call Center Management

Interpersonal Skills

Communication Skills

Leadership

Problem Solving

Time Management

Education

Associate's Degree

Tools

Microsoft Office

Job description

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

OPERATIONS MANAGER SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS

Our team is looking for experienced call center leaders to support commercial and public sector clients. Managers in this role coach and develop a team of 5 - 10 supervisors and are directly responsible for the performance of their team.

Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.

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

WHAT DOES SOMEONE IN THIS ROLE DO?

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 supervisors 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.

Essential Duties

• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives.
• Coaching and developing reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives accordingly.
• Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
• Provide team motivation and development to maximize sales opportunities.
• Responsible for the overall performance and productivity of direct reports.
• Review and submit weekly payroll to ensure correct entries.
• Drive the growth of revenue and profit originating from a call center.
• Meet performance, efficiency, and quality assurance targets.
• Monitor individual and team results to identify and act on both positive and negative performance.
• Communicate key messages effectively to ensure that direct reports are informed of process changes.
• Provide regular feedback to supervisors regarding performance wins and areas of opportunity.
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Responsible for hiring, coaching, and terminating call center employees.
• Be a subject matter expert on your client's business.
• Manage remote employees as needed.
• Other duties and responsibilities as assigned.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

The ideal candidate would share and understand the high-growth objectives of the company. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent the organization internally and client-facing is a must. The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.

REQUIRED QUALIFICATIONS

• Minimum of 5-years call center management experience.
• Associate's degree or equivalent combination of education and relevant work experience.
• Exceptional interpersonal & communication skills.
• Strong supervisory experience including staff development.
• Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.
• Demonstrated ability to drive sales through the actions of others.
• Superior knowledge of call center tools and technology used to manage KPIs and SLAs.
• Practical conflict resolution skills (both customer and agent conflict).
• Proven leader with advanced time management, planning, organizational and multitasking skills.
• Eagerness to learn new products and systems.
• Ability to work in a professional, fast-paced environment.
• Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets.
• Clear, concise and practical communication skills (both oral and written).
• A solution-oriented and positive mindset that openly embraces change and stretches goals.
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance.
• An ability to hold team members accountable for job performance including adherence, KPI's, and processes.
• The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.

PREFERRED QUALIFICATIONS:

• Military, local, state, or federal government experience is a plus.
• Graduation from an accredited two-year or four-year college or university is a plus.
• Experience managing both remote and on-site reports is a plus.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• 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.

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:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

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.

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.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community.

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.

DISCLAIMER

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.