Call Center Operations Manager — Lead, Coach & Elevate CX

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, 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.