Call Center Ops Manager — Lead & Elevate CX

MCI; København; On-site; DKK 601,000 - 802,000; Full time

Job summary

MCI is seeking an experienced Call Center Operations Manager to lead a team of 5-10 supervisors and drive performance across multiple programs. You will coach, develop, and coach teams, manage KPIs, SLAs, quality standards, and client expectations while fostering a high-performance, customer-focused culture.

The role emphasizes strategic leadership, workforce planning, and continuous process improvement in a fast-paced environment.

Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Experience with data-entry utilizing a computer.
• The ability to read and speak English fluently.
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills.
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Responsibilities

• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives.
• Responsible for 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.
• Directs workforce management activities and sets performance goals and objectives accordingly.
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction.
• Provide team motivation and development to maximize sales opportunities.
• Responsible for the overall performance and productivity of direct reports.
• Responsible for weekly payroll review and submission to ensure correct entries.
• Responsible for driving the growth of revenue and profit originating from a call center.
• Proven ability to meet performance, efficiency, and quality assurance targets.
• Monitoring of 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
• Determining work procedures, preparing work schedules, and expediting 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

Skills

Leadership

Coaching

Analytical skills

Problem solving

Communication

Team motivation

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

MCI is seeking an experienced Call Center Operations Manager to lead a team of 5-10 supervisors and drive performance across multiple programs. You will coach, develop, and coach teams, manage KPIs, SLAs, quality standards, and client expectations while fostering a high-performance, customer-focused culture.

The role emphasizes strategic leadership, workforce planning, and continuous process improvement in a fast-paced environment.