Operations Supervisor - Flood Relief Call Center

MCI; Wichita (KS); On-site; USD 55,000 - 75,000; Full time

Job summary

Join a leading BPO company as an Operations Supervisor for the Flood Relief Call Center. This role is vital for managing a high-performance team, ensuring compliance with federal guidelines, and driving operational efficiency. Candidates should be fluent in English and Spanish, with proven supervisory experience in a contact center. The position offers competitive pay and benefits, promoting a balanced work environment.

Benefits

PTO

Health coverage

Retirement plans

Incentives

Opportunities for career growth

Qualifications

• Proven supervisory experience in a contact center environment.
• Ability to manage conflict and foster a positive environment.

Responsibilities

• Oversee daily operations for the Flood Support project.
• Set goals, monitor progress, and foster a high-performance team environment.
• Provide coaching and mentorship to team members.

Skills

Fluency in English

Fluency in Spanish

Strong organizational skills

Problem-solving skills

Interpersonal skills

Time management skills

Tools

Contact center software

Analytics tools

Job description

Operations Supervisor - Flood Relief Call Center

Join to apply for the Operations Supervisor - Flood Relief Call Center 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. We are looking for an Operations Supervisor to lead and manage the team supporting the Flood Support project. This role is crucial for maintaining efficient day-to-day operations and achieving outstanding performance results. Fluency in both English and Spanish is highly preferred.

This position involves working on a U.S. Federal Contract, and strict compliance with federal guidelines and protocols is mandatory. Candidates must demonstrate the ability to perform duties with precision and maintain confidentiality at all times. Candidates must pass a Level 2 fingerprint background check.

Work Schedule

• Hours of Operation: 7:00 AM to 7:00 PM CST
• Shift Pattern:
• 7:00 AM to 4:00 PM CST
• 10:00 AM to 7:00 PM CST

Flexibility to work assigned shifts is required. To be considered, candidates must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities

• Oversee daily operations for the Flood Support project to ensure efficiency.
• Set goals, monitor progress, and foster a high-performance team environment.
• Manage staff schedules, attendance, and shift deployment.
• Address performance issues, provide feedback, and implement corrective actions.
• Act as the main communication link between team members and stakeholders.
• Ensure compliance with policies, standards, and regulations.
• Identify and implement process improvements.
• Provide coaching and mentorship to team members.
• Monitor KPIs and report on team effectiveness.
• Collaborate with other departments to align resources.
• Perform additional tasks as needed.

Candidate Qualifications

• Proven supervisory experience in a contact center environment.
• Fluency in English and Spanish.
• Strong organizational, problem-solving, and interpersonal skills.
• Experience with contact center software and analytics tools.
• Ability to manage conflict and foster a positive environment.
• Adaptability to changing project needs.
• Excellent time management skills.
• Commitment to ongoing learning and development.

Conditions of Employment

• Must be authorized to work in the job location.
• Willing to undergo background and security checks, including fingerprinting.
• Willing to submit to drug screening.

Compensation and Benefits

We offer competitive pay based on experience, along with benefits such as PTO, health coverage, retirement plans, incentives, and opportunities for career growth. Our environment promotes balance, engagement, and recognition.

Physical and Other Requirements

This role is largely sedentary, requiring long periods of sitting, computer use, and occasional movement around the office. Reasonable accommodations are available per ADA guidelines.

Diversity and Equal Opportunity

MCI is committed to a diverse, inclusive workplace free from discrimination and harassment. We provide equal employment opportunities and reasonable accommodations for qualified individuals with disabilities.