Operations Manager

MCI; Montgomery (AL); Remote; USD 75,000 - 95,000; Full time

Job summary

Join a reputable BPO company as an Operations Manager overseeing call center operations. The ideal candidate should have a strong background in operations management, demonstrating leadership and a commitment to exceptional customer service. This full-time role offers competitive compensation and opportunities for career growth in a dynamic work environment.

Benefits

Paid time off

Incentives

Health coverage

Retirement savings

Disability and life insurance

Career growth opportunities

Paid training

Qualifications

• 5 years of experience in operations management, preferably in BPO.
• Fluent in Spanish and English.
• Strong understanding of BPO industry standards.

Responsibilities

• Manage daily operations of the call center to ensure smooth efficiency.
• Track key performance metrics and prepare operational reports.
• Lead and mentor a team for high performance and engagement.

Skills

Leadership

Problem-solving

Communication

Customer Service

Operational Management

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 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.

Position 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, 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 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

• Must be authorized to work in the country where the job is based.
• Willing to submit to a LEVEL II background/security investigation and drug screening, where applicable.

Compensation and Benefits

We offer competitive compensation based on experience, along with a variety of benefits including paid time off, incentives, health coverage, retirement savings, disability and life insurance, career growth opportunities, paid training, and a fun, engaging work environment.

Physical Requirements

This role is largely sedentary, requiring sitting/standing for long periods, operating office equipment, and occasional movement within the office.

Equal Opportunity Statement

MCI is committed to diversity and equality in the workplace. We do not discriminate based on age, race, gender, disability, or any other protected characteristic and provide reasonable accommodations as required by law.

About MCI

MCI is a leading provider of customer experience and digital transformation solutions, with a strong growth record and a global presence in multiple industries and locations.

Employment Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: Outsourcing and Offshoring Consulting

Apply today to join a company that values your contributions and supports your growth!