Operations Manager

MCI; Orlando (FL); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is on the lookout for a dynamic Operations Manager to lead their call center operations. This role is pivotal in ensuring operational efficiency, compliance, and high-performance standards while driving continuous improvements. The ideal candidate will possess a strong background in BPO operations management, excellent leadership abilities, and a passion for delivering exceptional customer service. Join a company that values your contributions and offers a supportive environment for career growth and development.

Benefits

Paid Time Off

Health Coverage

Retirement Savings Programs

Disability and Life Insurance

Career Growth Opportunities

Paid Training

Engaging Work Environment

Casual Dress Code

Incentives & Rewards

Qualifications

• 5+ years of experience in operations management within a BPO environment.
• Proven experience in leading and managing teams in a fast-paced environment.

Responsibilities

• Manage daily activities of the call center to ensure smooth operations.
• Develop and implement strategies to improve operational efficiency.

Skills

Operations Management

Leadership

Customer Service

Problem-Solving

BPO Industry Knowledge

Fluent in Spanish

Fluent in English

Education

Associate’s Degree in Business Administration

Bachelor’s Degree in Operations Management

Job description

Join to apply for the Operations Manager role at MCI.

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 and driven applicants are encouraged to apply. The ideal candidates are highly motivated and dedicated, possessing 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 fast-paced environment.
• Fluent in Spanish and English.
• Strong understanding of industry standards and best practices in BPO.
• 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 program and location of the position

• Willing to submit up to a LEVEL II background/security investigation with fingerprint. Job offers are contingent on results.
• Willing to submit to drug screening. Job offers are contingent on 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 packages are competitive and designed to grow with you. Starting salary depends on experience, with various benefits and incentives to support our team members.

What you can expect from MCI

Our benefits include:

• Paid Time Off and holidays
• Incentives & rewards, including cash bonuses, electronics, vacations, and cars
• Health coverage (medical, dental, vision) after 30-90 days
• Retirement savings programs
• Disability and life insurance
• Career growth opportunities
• Paid training
• Engaging work environment
• Casual dress code

Physical Requirements

This role is largely sedentary, requiring sitting/standing for long periods, operating computers and office equipment, and occasional movement within the office. Ability to lift up to 40 pounds occasionally.

Reasonable Accommodation

We provide accommodations for qualified applicants with disabilities, per ADA guidelines. Contact Human Resources for assistance.

Diversity and Equality

We embrace diversity and are committed to an inclusive, discrimination-free workplace. Employment decisions are based on merit and qualifications, regardless of protected characteristics. We adhere to all applicable laws and regulations.

About MCI

MCI provides industry-leading CX and DX solutions, including BPO, staff augmentation, contact center services, and IT services. Recognized as a fast-growing company, MCI operates multiple facilities across North America and beyond, employing over 10,000 professionals serving over 150 clients.

Disclaimer

This job description provides a general overview and is not exhaustive. Duties and responsibilities may change. Employment is at-will, and descriptions are subject to revision.