Performance Manager

MCI; Nashville (TN); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player seeks a results-driven Performance Manager to enhance client satisfaction and optimize service delivery. This role is pivotal in leading continuous improvement initiatives across global operations. The ideal candidate will have a strong background in performance management, data analysis, and team leadership. Join a dynamic team that values innovation and operational excellence, where your contributions will directly impact client outcomes and drive organizational success. If you are passionate about leading teams and improving processes, this opportunity is perfect for you.

Benefits

PTO

Health Coverage

Retirement Plans

Disability Insurance

Life Insurance

Career Growth Opportunities

Paid Training

Engaging Work Environment

Qualifications

• 5+ years in Performance Management, preferably in BPO.
• Experience in client-facing roles with strong communication skills.

Responsibilities

• Build strong client relationships to ensure satisfaction and retention.
• Lead performance analysis and reporting efforts for data-driven decisions.

Skills

Performance Management

Client Services

Leadership

Data Analysis

Communication

Stakeholder Management

Process Improvement

Education

Bachelor's Degree

Tools

Excel

BI Dashboards

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 results-driven Performance Manager to join our dynamic team. In this strategic role, you will be instrumental in enhancing client satisfaction, optimizing service delivery, and leading continuous improvement initiatives across our global operations. This position requires strong leadership, data-driven decision-making, and a passion for operational excellence.

Key Responsibilities

1. Build and maintain strong, trust-based client relationships to ensure satisfaction, retention, and long-term success. Serve as a key point of contact and escalation for client concerns.
2. Oversee daily operations with a focus on KPIs and SLAs. Identify performance trends and implement action plans to address gaps.
3. Lead performance analysis and reporting efforts by developing dashboards, insights, and performance reviews to support data-driven decisions.
4. Collaborate with leadership and cross-functional teams to design and implement strategic solutions that improve efficiency, quality, and client outcomes. Promote a culture of continuous improvement.
5. Coach and mentor team leads and managers to enhance leadership capabilities and support talent development.
6. Ensure the successful execution of operational, training, and quality action plans. Act as a bridge between Operations, Training, and Quality teams to align strategies.
7. Identify opportunities to streamline workflows, enhance productivity, and lead initiatives supporting operational excellence and innovation.

Candidate Qualifications

Are you a good fit for this position? All motivated and dedicated applicants are encouraged to apply. The ideal candidate will possess:

• Bachelor's Degree
• Minimum of 5 years’ experience in Performance Management, Client Services, or related roles, preferably in BPO or outsourcing environments.
• Experience managing and developing teams, providing coaching, and driving accountability.
• Proficiency in performance analysis, KPI tracking, and reporting tools (e.g., Excel, BI dashboards).
• Ability to translate business challenges into actionable strategies and lead cross-functional initiatives.
• Experience in client-facing roles with excellent communication and stakeholder management skills.
• Knowledge of process improvement and aligning operations, training, and quality for performance enhancement.

Conditions of Employment

• Must be authorized to work in the country of employment.
• Willing to undergo background/security investigations and drug screening as required.

Compensation and Benefits

We offer competitive compensation based on experience, along with a comprehensive benefits package including PTO, incentives, health coverage, retirement plans, disability and life insurance, career growth opportunities, paid training, and a fun, engaging work environment.

Physical and Other Requirements

This role is largely sedentary, requiring long periods of sitting and computer use. Occasional movement and lifting up to 40 pounds may be necessary. Reasonable accommodations are provided per ADA guidelines.

Diversity and Inclusion

MCI is committed to a diverse, inclusive work environment free from discrimination and harassment. We value and respect all individuals regardless of background or characteristics.

About MCI

MCI is a global leader in CX and DX solutions, providing BPO, IT, and business services to a diverse client base. Recognized for rapid growth and innovation, MCI operates multiple facilities worldwide and employs over 10,000 professionals.

Note

This job description provides a general overview and is not exhaustive. Responsibilities and requirements may evolve, and employment is at-will.