Operations Manager

MCI; Jackson (MS); Remote; USD 60,000 - 90,000; Full time

Job summary

A leading BPO company is seeking an Operations Manager to oversee its call center operations in Jackson, Mississippi. The ideal candidate will have extensive experience in operations management and strong leadership skills. Responsibilities include ensuring compliance, improving efficiency, and leading a team while ensuring high customer satisfaction. Competitive salary and benefits, including paid time off, health insurance, and career growth opportunities are offered.

Benefits

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Disability & Life Insurance

Career Growth

Paid Training

Casual Dress Code

Qualifications

• At least 5 years of experience in operations management in a BPO.
• Fluent in Spanish and English.
• Strong understanding of BPO industry standards.

Responsibilities

• Manage daily activities of the call center for operational efficiency.
• Ensure compliance with industry standards and legal regulations.
• Lead and mentor supervisors to enhance team performance.

Skills

Leadership

Problem Solving

Communication

Customer Service

Team Management

Education

Bachelor’s degree in Business Administration or Operations Management

Associate’s degree in a 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 that 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

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:

• 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:

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

Subject to program and location:

• Willing to submit up to a LEVEL II background and/or security investigation with fingerprint. Job offers are contingent on background/security investigation results.
• Willing to submit to drug screening. Job offers are contingent on drug screening results (not applicable 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 depends on experience, and we offer 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 and prizes, including electronics, vacations, and cars.
• Health Benefits: Medical, dental, and vision coverage after 90 days; MEC plans after 30 days (varies by location).
• Retirement Savings: Programs available where applicable.
• Disability & Life Insurance: Coverage to protect during unforeseen circumstances.
• Career Growth: Opportunities for internal promotion.
• Paid Training: Learn new skills while earning.
• Fun, Engaging Environment & Casual Dress Code.

We tailor our offerings to fit the needs of our diverse team across locations, with core values of rewarding effort, fostering growth, and valuing every employee.

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