Call Center Operations Manager: Lead High-Performance Teams

MCI; Wichita (KS); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off & holidays

Incentives & rewards

Health benefits

Retirement savings

Disability Insurance

Life Insurance

Career growth

Paid training

Casual dress code

Job summary

MCI is a fast‑growing tech-enabled business services company delivering CX, BPO, and XaaS across many industries with on‑site and remote agents. We seek an Operations Manager to lead 5–10 supervisors and drive performance for commercial and public sector clients.

The role focuses on quality, process improvement, coaching, and cross‑functional collaboration with the site director and client managers. It is a full‑time, on‑site position at a local contact center.

Qualifications

• Minimum 5 years of call center management experience.
• Associate’s degree or equivalent combination of education and experience.
• Strong leadership and staff development skills.
• Excellent interpersonal and communication abilities.
• Advanced proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Proven ability to drive performance and meet sales and service targets.
• Deep understanding of call center tools, KPIs, and SLA management.
• Effective conflict resolution skills for both customer and employee issues.
• Strong organizational, time management, and multitasking capabilities.
• Adaptability in a fast-paced, evolving environment.
• Clear, concise communication both written and verbal.
• A proactive, solution-oriented mindset with a passion for excellence.

Responsibilities

• Lead and mentor a team of call center supervisors overseeing inbound and outbound operations.
• Coach supervisors on customer service best practices and operational excellence.
• Monitor and manage KPIs, performance metrics, and productivity standards.
• Foster a culture of accountability, continuous improvement, and high performance.
• Oversee workforce management, including scheduling and performance goal setting.
• Develop strategies to ensure exceptional customer satisfaction across all interactions.
• Motivate and develop teams to maximize sales and service opportunities.
• Ensure accurate and timely payroll submissions.
• Drive revenue and profitability growth within the call center.
• Analyze team and individual performance to identify trends and improvement areas.
• Communicate process updates and key initiatives clearly and effectively.
• Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting.
• Lead quality assurance efforts to maintain world‑class service standards.
• Manage hiring, coaching, and, when necessary, termination of staff.
• Serve as a subject matter expert on client‑specific operations.
• Manage remote team members as needed.
• Perform other duties as assigned.

Skills

Call center leadership

Performance coaching

KPIs & SLA management

Staff development

MS Office

Education

Associate’s degree or equivalent

Tools

CRM/Call center software

MS Office suite

Job description

MCI is a fast‑growing tech-enabled business services company delivering CX, BPO, and XaaS across many industries with on‑site and remote agents. We seek an Operations Manager to lead 5–10 supervisors and drive performance for commercial and public sector clients.

The role focuses on quality, process improvement, coaching, and cross‑functional collaboration with the site director and client managers. It is a full‑time, on‑site position at a local contact center.