Call Center Customer Service Manager

Mass Markets; Killeen (TX); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Performance-based bonuses

Comprehensive health benefits

Paid time off

Career growth opportunities

Casual dress code

Job summary

A leading BPO company in Killeen is seeking a Call Center Customer Service Manager to oversee a team of supervisors. This role involves driving performance in customer service and sales operations, requiring strong leadership and conflict resolution skills. Benefits include competitive pay, health coverage, and career growth opportunities. Join a dynamic team focused on excellence and innovation.

Qualifications

• Over 2 years in call center operations management required.
• Proven leadership and organizational skills needed.
• Fluent English communication skills essential.

Responsibilities

• Lead and manage teams of supervisors in a call center.
• Monitor service quality and team performance metrics.
• Develop strategies for customer satisfaction.
• Motivate teams to achieve sales targets.

Skills

Team leadership

Conflict resolution

Data entry

Communication skills

Customer service

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

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 skilled and motivated Call Center Customer Service Manager to lead a team of supervisors and drive performance across our customer service and sales operations. This role is ideal for a dynamic leader who can inspire teams, deliver measurable results, and ensure exceptional service for our clients.

The ideal candidate is experienced, organized, people-oriented, and has a strong work ethic. A background in call center operations management is required, with additional experience in customer service, technical support, or back-office operations preferred.

This is a full-time, on-site position at one of our physical contact center locations. We offer competitive compensation, performance-based bonuses, comprehensive medical, dental, and vision benefits, paid vacation and holidays, and exciting incentive programs.

Position Responsibilities

Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide.

• 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

Candidate Qualifications

It's about building relationships and turning the knowledge, you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support.

• 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 (20Mbps+ 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

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.

• 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 60 days of employment, and all employees have access to MEC medical plans after just 30 days.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance
• 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.

MCI is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive and respectful of all employees.