Call Center Customer Service Manager

MCI; Killeen (TX); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Comprehensive medical, dental, and vision coverage

Career growth opportunities

Paid training

Casual dress code

Job summary

MCI, located in Killeen, Texas, is looking for a Call Center Customer Service Manager to oversee a team of supervisors and drive performance. The ideal candidate will have over two years of call center management experience and a strong customer-focused mindset.

The position requires excellent organizational and communication skills, and proficiency in Microsoft Office. MCI offers a rewarding work environment with competitive pay, incentives, and benefits.

Qualifications

• 2+ years of experience in call center operations management.
• Typing speed of 20+ words per minute.
• Wired high-speed internet connection (20 Mbps+).
• Reliable attendance and punctuality.

Responsibilities

• Lead and manage call center supervisors.
• Monitor and improve call center metrics.
• Communicate updates effectively to supervisors.
• Manage hiring and performance management processes.

Skills

Customer-focused mindset

Strong conflict resolution skills

Excellent organizational skills

Strong data entry skills

Fluent in English

Ability to multitask

Team orientation

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

MCI is one of the fastest-growing tech-enabled business services companies in the USA, delivering Customer Experience, Business Process Outsourcing, and Anything-as-a-Service solutions across multiple industries.

We are seeking a highly skilled and motivated Call Center Customer Service Manager to lead a team of supervisors and drive performance across our customer service and sales operations.

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. They ensure call quality from start to finish, proactively improve internal processes, conduct regular business meetings, and work closely with site directors and client account managers to uphold corporate policies and account health.

Key Responsibilities

• Lead and manage 5‑10 call center supervisors overseeing inbound and outbound teams
• Coach and develop supervisors on customer service best practices and performance management
• Monitor and improve call center metrics, productivity, and service quality
• Foster a culture of accountability, continuous improvement, and excellence
• Oversee workforce management and set clear performance goals
• Develop strategies to enhance customer satisfaction across all service interactions
• Motivate teams to maximize sales opportunities and meet revenue targets
• Ensure accurate and timely payroll review and submission
• Track and analyze individual and team performance, addressing both strengths and areas for improvement
• Communicate process updates and key messages effectively to supervisors
• Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting
• Design and audit quality assurance strategies to ensure top‑tier service delivery
• Manage hiring, coaching, and termination processes for call center staff
• Serve as a subject matter expert on client‑specific operations
• Manage remote employees as needed
• Perform other duties as assigned

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

It’s about building relationships and turning training knowledge into customer wins. Representatives make a difference to customers and the company, providing over‑the‑phone customer service, sales, and technical support. The ideal candidate is highly motivated, energetic, and dedicated.

Required

• Must be 18 years or older
• High school diploma or equivalent
• 2+ years of experience in call center operations management
• Strong data entry and computer skills
• Fluent in English (spoken and written)
• Wired high‑speed internet connection (20 Mbps+ download speed)
• Excellent organizational, written, and verbal communication skills
• Typing speed of 20+ words per minute
• Availability to work scheduled shifts, including during training
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Ability to learn and navigate complex computer systems
• Reliable attendance and punctuality
• Strong conflict resolution, problem‑solving, and negotiation skills
• Customer‑focused mindset, empathetic, responsive, and patient
• Ability to multitask, self‑manage, and stay focused in a fast‑paced environment
• Strong interpersonal skills and team orientation

Benefits & Compensation

• Paid Time Off (PTO) and paid holidays
• Incentives & Rewards (daily, weekly, monthly contests with cash bonuses and prizes)
• Comprehensive medical, dental, and vision coverage after 60 days (full‑time)
• Retirement savings programs where available
• Short‑term disability coverage
• Life insurance options
• Supplemental insurance (accident and critical illness)
• Career growth through internal promotions and advancement opportunities
• Paid training to develop new skills
• Fun, engaging work environment with a team‑oriented culture
• Casual dress code

Job Physical Requirements

This job operates in a professional office environment. The employee will be largely sedentary and 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, reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to 40 pounds.

Authorized to Work

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

Background and Security

• 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.

EEO & ADA Statement

Consistent with the Americans with Disabilities Act, MCI provides reasonable accommodations when requested by a qualified applicant or employee unless such accommodations would cause undue hardship. MCI maintains a work environment free from discrimination and harassment and embraces diversity. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements.