Call Center Operations Lead — Drive Team Performance

Google; Seattle (WA); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Incentive program with monetary awards

Full-time benefits after 90 days

Paid time off

Job summary

MCI in Seattle, WA is seeking an Operations Manager – Commercial & Public Sector Clients to coach and develop a team of 5–10 call center supervisors and drive peak performance in a full‑time, on‑site role.

Candidates should bring experience in call center operations management, a strong work ethic, and excellent organizational and communication skills. The position includes leadership of metrics, staffing, and quality assurance, plus remote workforce management as needed.

Qualifications

• Must have experience in call center operations management and customer service.
• Strong leadership and people-management skills.
• Excellent communication and organizational abilities.

Responsibilities

• Lead a team of 5–10 call center supervisors responsible for inbound and outbound representatives.
• Coach and develop reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals accordingly.
• Develop and audit quality assurance strategies to ensure world-class service.

Job description

MCI in Seattle, WA is seeking an Operations Manager – Commercial & Public Sector Clients to coach and develop a team of 5–10 call center supervisors and drive peak performance in a full‑time, on‑site role.

Candidates should bring experience in call center operations management, a strong work ethic, and excellent organizational and communication skills. The position includes leadership of metrics, staffing, and quality assurance, plus remote workforce management as needed.