Operations Manager

MCI; Edmond (OK); Remote; USD 70,000 - 90,000; Full time

Job summary

MCI, a leading provider in Business Process Outsourcing, is looking for an Operations Manager to oversee all aspects of call center operations. The ideal candidate will ensure compliance, manage efficiencies, and lead a team, driving high performance and exceptional customer service standards. Competitive pay and benefits are offered, along with growth opportunities in the company.

Benefits

Paid Time Off and holidays

Incentives & rewards

Comprehensive health benefits

Retirement savings and life insurance options

Opportunities for career growth

Qualifications

• 5+ years of experience in operations management within a BPO environment.
• Fluent in Spanish and English.
• Strong understanding of BPO industry standards.

Responsibilities

• Manage day-to-day activities of the call center for operational efficiency.
• Develop and implement strategies for improving effectiveness.
• Lead and mentor a team of supervisors and staff.

Skills

Leadership

Problem-Solving

Communication

Team Management

Customer Service Principles

Education

Associate’s or Bachelor’s degree in Business Administration, Operations Management, or related field

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 dynamic and results-driven Operations Manager to oversee the daily operations of our call center. This role is responsible for ensuring operational efficiency, compliance, and high-performance standards while driving continuous improvement initiatives. The ideal candidate will have a strong background in BPO operations management, excellent leadership abilities, and a passion for delivering exceptional customer service.

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:

• Manage the day-to-day activities of the call center to ensure smooth operations and efficiency.
• Ensure all operations comply with organizational policies, industry standards, and legal regulations.
• Develop and implement strategies to improve operational efficiency and effectiveness.
• Track key performance metrics, analyze data, and prepare regular operational reports.
• Work closely with client managers to meet their needs and expectations.
• Lead and mentor a team of supervisors and staff to ensure high performance, engagement, and professional growth.
• Optimize resource allocation and workload distribution to maximize productivity.
• Identify opportunities for operational enhancements and implement best practices.
• Handle escalated issues and provide effective solutions to ensure customer satisfaction.
• Maintain high service quality standards to ensure a positive customer experience.

Candidate Qualifications

All positive and driven applicants are encouraged to apply. The ideal candidates possess:

• 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 fast-paced environment.
• Fluent in Spanish and English.
• Strong understanding of BPO 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 the ability to motivate and mentor staff.
• Ability to adapt to changing environments and manage change effectively.

Conditions of Employment

All MCI locations require:

• Authorization to work in the country where the job is based.

Subject to program and location specifics:

• Willingness to submit to up to LEVEL II background/security investigations and fingerprinting. Job offers depend on results.
• Willingness to undergo drug screening (excludes Canada).

Compensation and Benefits

At MCI, we value your contributions with competitive pay and benefits, including:

• Paid Time Off and holidays.
• Incentives & rewards, including contests with cash bonuses, electronics, vacations, and cars.
• Comprehensive health benefits after 30-90 days, depending on location.
• Retirement savings, disability, and life insurance options.
• Opportunities for career growth and internal promotions.
• Paid training and a fun, collaborative work environment.

If you’re ready to join a company that recognizes your contributions and supports your growth, apply today!

Physical Requirements

This role is largely sedentary, requiring sitting/standing for long periods, operating computers and office equipment, and occasionally moving around the office. Must be able to lift up to 40 pounds.

Reasonable Accommodation

We provide reasonable accommodations for qualified applicants or employees with disabilities, in accordance with ADA policies. Contact Human Resources for assistance.

Diversity and Equality

We embrace diversity and are committed to a work environment free from discrimination and harassment. Employment decisions are based on merit and qualifications, regardless of age, race, gender, disability, or other protected characteristics. We consider qualified applicants with criminal histories in compliance with applicable laws.

About MCI

MCI provides industry-leading solutions in BPO, staff augmentation, contact center services, and IT. Recognized as Iowa’s fastest-growing company in 2019, MCI operates across multiple locations and employs over 10,000 staff serving diverse clients. We drive digital transformation and deliver exceptional customer and digital experiences.

Disclaimer

This description offers a general overview; duties and qualifications may vary. Employment is at-will, and the company reserves the right to revise this description at any time.