Senior Call Center Leader - CX & BPO Ops

MCI Careers; Wichita (KS); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Career Growth

Paid Training

Job summary

MCI Careers is seeking an Experienced Call Center Manager in Wichita, Kansas, to oversee contact center operations, drive performance, and ensure client satisfaction. The ideal candidate has a Bachelor's degree, extensive experience in contact center management, and strong leadership skills.

You will lead teams, analyze performance data, and implement strategies for continuous improvement while fostering employee engagement and development.

Qualifications

• 5+ years of experience in a contact center, with at least 2 years in a management role.
• Strong leadership, analytical, and communication skills.
• Experience managing multiple teams or campaigns.

Responsibilities

• Oversee daily operations of the contact center, ensuring KPIs and SLAs are met.
• Lead and mentor supervisors, team leads, and support staff.
• Analyze performance data and implement strategies for improvement.

Skills

Leadership skills

Analytical skills

Communication skills

CRM proficiency

Team management experience

Education

Bachelor’s degree in Business or Operations

Tools

Contact center tools

Reporting platforms

Job description

MCI Careers is seeking an Experienced Call Center Manager in Wichita, Kansas, to oversee contact center operations, drive performance, and ensure client satisfaction. The ideal candidate has a Bachelor's degree, extensive experience in contact center management, and strong leadership skills.

You will lead teams, analyze performance data, and implement strategies for continuous improvement while fostering employee engagement and development.