Performance Manager

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

Job summary

An established industry player is seeking a results-driven Performance Manager to enhance client satisfaction and optimize service delivery. In this strategic role, you will lead continuous improvement initiatives across global operations, utilizing data-driven decision-making and strong leadership skills. The position offers the opportunity to collaborate with cross-functional teams, coach talent, and drive operational excellence in a dynamic, remote work environment. If you are passionate about performance management and client success, this role is an exciting opportunity to make a significant impact.

Benefits

Paid Time Off

Health Coverage

Retirement Plans

Disability Insurance

Life Insurance

Career Growth Opportunities

Paid Training

Fun Work Environment

Qualifications

• 5+ years in Performance Management or similar roles in BPO.
• Strong proficiency in KPI tracking and performance analysis.

Responsibilities

• Build and maintain client relationships to ensure satisfaction.
• Lead performance analysis and reporting efforts to drive decision-making.
• Coach team leads and manage cross-functional initiatives.

Skills

Performance Management

Client Services

Account Management

KPI Tracking

Data Analysis

Team Leadership

Stakeholder Management

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 is a high-impact position that requires strong leadership, data-driven decision-making, and a passion for operational excellence.

Key Responsibilities

• 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.
• Oversee daily operations with a focus on key performance indicators (KPIs) and service level agreements (SLAs). Identify performance trends and implement action plans to address gaps.
• Lead performance analysis and reporting efforts by developing and delivering dashboards, insights, and performance reviews to drive data-driven decision-making.
• Collaborate with leadership and cross-functional teams to design and implement strategic solutions that improve efficiency, quality, and client outcomes. Drive a culture of continuous improvement.
• Coach and mentor team leads and people managers to strengthen leadership capabilities and support talent development across the organization.
• Ensure the successful execution of action plans related to operations, training, and quality. Act as a bridge between Operations, Training, and Quality teams to align strategies and ensure smooth execution.
• Identify opportunities to streamline workflows, enhance productivity, and optimize performance. Lead initiatives that support operational excellence and innovation.

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:

• Bachelor's Degree
• Minimum of 5 years’ experience in Performance Management, Client Services, Account Management, or similar roles, preferably in a BPO, shared services, or outsourcing environment.
• Experience in managing and developing teams, providing coaching, and driving accountability at multiple levels.
• Strong 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 where the job is based.
• Willing to submit to background/security investigations and drug screening (except in Canada).

Compensation and Benefits

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

Physical Requirements

This role is largely sedentary, requiring long periods of sitting/standing, operating a computer and office equipment, and occasional physical tasks.

Additional Policies

MCI is committed to diversity, equality, and providing reasonable accommodations as per ADA. We maintain a discrimination-free environment and consider qualified applicants with criminal histories.