Director of Operations

MCI; Nashville (TN); Remote; USD 90,000 - 130,000; Full time

Job summary

MCI, a leading BPO company, is seeking an experienced Director of Operations in Nashville, TN. The role focuses on enhancing client relationships, operational efficiency, and leading a team to deliver exceptional service. Candidates should have a strong background in operations management and leadership within a BPO environment.

Benefits

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Career Growth Opportunities

Paid Training

Qualifications

• At least 5 years of experience in operations management, preferably in BPO.
• Strong understanding of industry standards and best practices.
• Demonstrated leadership skills.

Responsibilities

• Oversee daily operations of the call center to ensure smooth workflow.
• Develop and implement strategies to enhance client satisfaction.
• Lead and mentor a team of managers and call center agents.

Skills

Problem-solving

Leadership

Communication

Education

Associate’s or Bachelor’s degree in Business Administration or Operations Management

Job description

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Position Overview

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.

Remote Work-at-Home

We are seeking a highly experienced and strategic Director of Operations to oversee and enhance client relationships, operational efficiency, and service delivery within our organization. The ideal candidate will be a results-driven leader with extensive experience in BPO operations management, strong problem-solving abilities, and a commitment to customer satisfaction. This role requires a proactive approach to strategic planning, team leadership, and performance optimization.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Position Responsibilities

Key Responsibilities:

• Build and maintain strong relationships with clients to understand their needs and ensure expectations are met.
• Develop and implement strategies to enhance client satisfaction and operational efficiency.
• Establish and monitor key performance indicators (KPIs) to track and improve service delivery.
• Oversee the daily operations of the call center to ensure smooth workflow and optimal client services.
• Ensure all operations comply with organizational policies and industry regulations.
• Identify and implement process enhancements to improve efficiency and service quality.
• Lead and mentor a team of managers, supervisors, and call center agents to ensure high performance.
• Ensure staff receive ongoing training and development to maintain performance excellence.
• Foster a positive work environment and promote high levels of employee engagement and morale.
• Work closely with clients to understand their needs and ensure their expectations are met.
• Maintain effective communication with stakeholders to keep them informed of operational performance and initiatives.
• Manage escalated issues and provide effective solutions to ensure customer satisfaction.
• Develop and implement crisis management plans to handle emergencies and minimize disruptions.

Candidate Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, motivated, and dedicated applicants are encouraged to apply. The ideal candidates should possess the following qualities:

• Associate’s or Bachelor’s degree in Business Administration, Operations Management, or a related field.
• At least 5 years of experience in operations management, preferably within a BPO environment.
• Proven experience in leading and managing teams in a dynamic, high-performance setting.
• Strong understanding of industry standards and best practices.
• Expertise in operational management principles and efficiency optimization.
• Deep understanding of customer service principles and best practices.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making skills.
• Ability to work effectively as part of a team and manage interpersonal relationships.
• Demonstrated leadership skills, including motivating and mentoring staff.
• Ability to adapt to changing environments and manage change effectively.

Conditions of Employment

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

Compensation Details

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe your hard work deserves recognition and reward. Our compensation and benefits packages are competitive and designed to grow with you. Starting compensation is based on experience, with various benefits and incentives to support and reward our team members.

What You Can Expect From MCI

Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays.
• Incentives & Rewards: Participate in contests with cash bonuses, electronics, vacations, or cars!
• Health Benefits: Medical, dental, and vision coverage after 30-90 days, depending on location.
• Retirement Savings, Disability, and Life Insurance options.
• Career Growth: Opportunities for internal promotions.
• Paid Training and a fun, engaging work environment.

Physical Requirements

This job operates in a professional office environment. It involves sitting/standing for long periods, operating computers and office equipment, and occasionally moving around the office.

Reasonable Accommodation

We provide reasonable accommodations for qualified applicants or employees with disabilities, as required by law. Contact Human Resources for assistance.

Diversity and Equality

We embrace diversity and maintain a work environment free from discrimination and harassment. All employment decisions are based on merit and qualifications, regardless of protected characteristics.

About MCI (Parent Company)

MCI provides industry-leading solutions in BPO, staff augmentation, contact center services, and IT. Recognized for rapid growth, MCI operates multiple facilities across North America, employing over 10,000 professionals serving diverse clients.

Disclaimer

The above description provides a general overview. Duties and responsibilities may change, and employment is at-will. This is not a contract.