Contact Center Manager

MCI, LC; Edwardsville; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading BPO company in Nova Scotia is seeking a Contact Center Manager to oversee daily operations, ensuring service excellence and client satisfaction. The ideal candidate has over three years of experience in a leadership role within a contact center and demonstrates strong leadership, communication, and analytical skills. Join us to drive operational efficiency and mentor a dynamic team in a fast-paced environment.

Benefits

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Disability Insurance

Life Insurance

Career Growth

Paid Training

Casual Dress Code

Qualifications

• 3+ years of experience in a contact center leadership role, preferably in a BPO environment.
• Proven ability to manage large teams and complex operations.
• Strong understanding of contact center metrics, tools, and technologies.

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.

Skills

Leadership

Problem-solving

Communication

Analytical skills

Education

Bachelor’s degree in Business, Operations, or related field

Job description

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 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.

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 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.

CANDIDATE QUALIFICATIONS

• Bachelor’s degree in Business, Operations, or a related field (preferred).
• 3+ years of experience in a contact center leadership role, preferably in a BPO environment.
• Proven ability to manage large teams and complex operations.
• Strong understanding of contact center metrics, tools, and technologies.
• Excellent leadership, communication, and problem-solving skills.
• Experience working with international clients is a plus.

CONDITIONS OF EMPLOYMENT

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

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.

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, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• 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.

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 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.

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.