Senior Call Center Operations Lead

MCI; Addison (TX); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Disability Insurance

Life Insurance

Career Growth

Paid Training

Casual Dress Code

Job summary

MCI, a leader in tech-enabled business services, is hiring an Experienced Client Services Manager in Addison, TX. This role focuses on managing client relationships and ensuring consistent service delivery within our contact center. The ideal candidate will oversee key performance indicators and service-level agreements while working closely with internal teams to enhance the customer experience.

To be successful, candidates should have a strong background in client services within a BPO, exhibit excellent communication skills, and be adept at managing multiple accounts while contributing to account growth through data-driven insights.

Qualifications

• Minimum 3 years of experience in a supervisory role in a BPO contact center.
• Experience managing multiple accounts while delivering data-driven insights.
• Proficient in managing performance in a fast-paced environment.

Responsibilities

• Supervise daily operations and ensure adherence to KPIs and SLAs.
• Monitor agent performance and provide coaching and feedback.
• Collaborate with QA and Training to support agent development.

Skills

Leadership

Communication

Problem-solving

Performance Management

Education

Associate Degree or Equivalent

Tools

Contact Center Tools

CRM Systems

Reporting Platforms

Job description

MCI, a leader in tech-enabled business services, is hiring an Experienced Client Services Manager in Addison, TX. This role focuses on managing client relationships and ensuring consistent service delivery within our contact center. The ideal candidate will oversee key performance indicators and service-level agreements while working closely with internal teams to enhance the customer experience.

To be successful, candidates should have a strong background in client services within a BPO, exhibit excellent communication skills, and be adept at managing multiple accounts while contributing to account growth through data-driven insights.