Call Center Site Director

Mass Markets; Mesilla (NM); On-site; USD 75,000 - 95,000; Full time

Job summary

Mass Markets is seeking an experienced Call Center Site Director to oversee all operations at their New Mexico contact center. In this executive role, you’ll provide strategic direction and ensure service delivery for both commercial and public sector clients.

The ideal candidate will manage a leadership team, drive operational excellence, and develop strategies to enhance customer satisfaction. This position requires strong organizational and communication skills along with a proven track record in customer service.

Qualifications

• Must be 18 years of age or older.
• Experience with data entry and use of a computer; ability to read and speak English fluently.
• Reliable with regular attendance and punctuality.

Responsibilities

• Manage Sales Supervisors and oversee quality, production, and scheduling.
• Implement strategic sales plans aligned with corporate objectives.
• Analyze market conditions and conduct competitive benchmarking.

Skills

Organizational skills

Communication skills

Problem-solving skills

Customer service orientation

Ability to multi-task

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Windows-based applications

Job description

Position Overview

MCI is a fast-growing tech-enabled business services company in the USA with a global presence. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across multiple industries. Our contact centers leverage on-site and remote agents to enhance customer journeys, drive scalability, and reduce costs.

This is a full-time, onsite position that requires regular attendance at one of our contact center locations, with occasional travel as business needs require.

Role Summary

We are seeking an experienced Call Center Site Director to lead and oversee all aspects of contact center operations for commercial and public sector clients. This executive role provides strategic direction, operational performance, and development of the site’s leadership team to ensure exceptional service delivery and achievement of client and organizational objectives. You will supervise Operations Managers, Supervisors, and other operational leaders, driving execution of business strategies that promote operational excellence, employee engagement, and continuous improvement.

Responsibilities

• Manage Sales Supervisors and oversee quality, production, and scheduling.
• Assist with implementation of strategic sales plans aligned with corporate objectives.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity.
• Direct sales forecasting and set performance goals.
• Provide guidelines and best practices to maintain a competitive edge.
• Develop and maintain strategies to ensure customer satisfaction on all sales transactions.
• Analyze market conditions and conduct competitive benchmarking; produce performance reports.
• Motivate and develop the team to maximize sales opportunities; ensure overall performance and productivity of Supervisors.
• Oversee payroll review and submission to ensure accurate entries.
• Manage building maintenance and physical security of the facility.
• Other duties as assigned.

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data entry and use of a computer; ability to read and speak English fluently
• Wired, high-speed internet connection (minimum 20 Mbps)
• Excellent organizational, written, and oral communication skills
• Typing speed 20+ words per minute
• Ability to work regularly scheduled shifts, including training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with Windows-based applications and ability to learn new systems
• Reliable with regular attendance and punctuality
• Ability to troubleshoot and follow up on customer issues; strong problem-solving and negotiation skills
• Customer service orientation with empathy, responsiveness, and conscientiousness
• Ability to multi-task, stay focused, and self-manage; strong team orientation
• Thrives in a fast-paced environment with change and ambiguity

Preferred (Not Required)

• One year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center
• State or federal work experience

Physical Requirements

This job operates in a professional office environment. The employee will be largely sedentary and may need to sit/stand for long periods while using a computer and headset. May move about the office to accomplish tasks and lift up to 40 pounds.

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Background and/or security investigation with a fingerprint may be required; drug screening may be required. Offers are contingent on results.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless undue hardship would result. Contact Human Resources for accommodation requests.

Equal Opportunity Employer

MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. We do not discriminate on age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, or sexual orientation. Qualified applicants with criminal histories will be considered in accordance with applicable laws and regulations.

Note: This description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of duties, responsibilities, or qualifications. The employer may revise this description at any time. This job description does not constitute a contract of employment.