Senior Call Center Director - Onsite Operations

MCI; København; On-site; DKK 804,000 - 1,273,000; Full time

Job summary

MCI is seeking an experienced Call Center Site Director to oversee all aspects of the contact center operations. You will provide executive leadership for Operations Managers, Supervisors, and other leaders, aligning performance, culture, compliance, and processes with corporate goals.

This onsite, full-time role requires building leadership capabilities, strategic planning, and delivering exceptional service while managing client relationships and driving continuous improvement across the site.

Qualifications

• Associate’s degree and/or relevant work experience.
• Excellent interpersonal and communication skills.
• Strong supervisory experience including staff development.
• Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Proven ability to drive sales through teams and leadership.
• Knowledge of call center tools and KPI/SLA management.
• Effective conflict resolution, time management and multi-tasking.
• Able to learn new products and systems quickly.
• Able to thrive in a fast-paced professional environment.

Responsibilities

• Lead and oversee call center operations and site leadership.
• Manage Sales Supervisors and monitor productivity and hours.
• Implement strategic sales plans aligned with corporate goals.
• Oversee KPIs, SLAs, policies, and procedures for performance.
• Forecast sales and set objectives; guide team accordingly.
• Develop and communicate best practices to stay competitive.
• Ensure customer satisfaction across all sales transactions.
• Analyze market trends and generate performance reports.
• Motivate and develop the team to maximize opportunities.
• Oversee payroll review and building maintenance.
• Ensure security and compliance of the site.

Skills

Interpersonal skills

Supervisory experience

Microsoft Office

Sales drive

KPIs & SLAs

Conflict resolution

Time management

Learning new products

Fast-paced environment

Call center tools

Excel

Outlook

PowerPoint

Word

Education

Associate’s degree

Tools

Microsoft Office

Excel

Outlook

Word

PowerPoint

Job description

MCI is seeking an experienced Call Center Site Director to oversee all aspects of the contact center operations. You will provide executive leadership for Operations Managers, Supervisors, and other leaders, aligning performance, culture, compliance, and processes with corporate goals.

This onsite, full-time role requires building leadership capabilities, strategic planning, and delivering exceptional service while managing client relationships and driving continuous improvement across the site.