Director of Operations

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 highly experienced and strategic Director of Operations to oversee and enhance client relationships, operational efficiency, and service delivery within our organization. The ideal candidate will be a results-driven leader with extensive experience in BPO operations management, strong problem-solving abilities, and a commitment to customer satisfaction. This role requires a proactive approach to strategic planning, team leadership, and performance optimization.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Build and maintain strong relationships with clients to understand their needs and ensure expectations are met.
• Develop and implement strategies to enhance client satisfaction and operational efficiency.
• Establish and monitor key performance indicators (KPIs) to track and improve service delivery.
• Oversee the daily operations of the call center to ensure smooth workflow and optimal client services.
• Ensure all operations comply with organizational policies and industry regulations.
• Identify and implement process enhancements to improve efficiency and service quality.
• Lead and mentor a team of managers, supervisors, and call center agents to ensure high performance.
• Ensure staff receive ongoing training and development to maintain performance excellence.
• Foster a positive work environment and promote high levels of employee engagement and morale.
• Maintain effective communication with stakeholders to keep them informed of operational performance and initiatives.
• Manage escalated issues and provide effective solutions to ensure customer satisfaction.
• Develop and implement crisis management plans to handle emergencies and minimize disruptions.

CANDIDATE QUALIFICATIONS

Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Associate’s or Bachelor’s degree in Business Administration, Operations Management, or a related field.
• At least 5 years of experience in operations management, preferably within a BPO environment.
• Proven experience in leading and managing teams in a dynamic, high-performance setting.
• Strong understanding of BPO industry standards and best practices.
• Expertise in operational management principles and efficiency optimization.
• Deep understanding of customer service principles and best practices.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making skills.
• Ability to work effectively as part of a team and manage interpersonal relationships.
• Demonstrated leadership skills, including the ability to motivate and mentor staff.
• Ability to adapt to changing environments and manage change effectively.

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. (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. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

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.

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. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.