Senior Call Center Operations Leader

MCI Careers; Savannah (GA); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Disability Insurance

Life Insurance

Supplemental Insurance

Career Growth

Paid Training

Fun, Engaging Work Environment

Casual Dress Code

Job summary

MCI is seeking a seasoned Call Center Operations Manager to lead a team of 5–10 supervisors in a fast-growing CX/BPO environment. You will drive performance, coaching, and payroll accuracy while coordinating with site leadership and client managers to maintain high service standards.

The role emphasizes accountability, continuous improvement, and strategic workforce management to optimize customer satisfaction and drive profitability across inbound and outbound operations.

Qualifications

• Minimum 5 years of call center management experience.
• Associate’s degree or equivalent combination of education and experience.
• Strong leadership and staff development skills.
• Excellent interpersonal and communication abilities.
• Advanced proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Proven ability to drive performance and meet sales and service targets.
• Deep understanding of call center tools, KPIs, and SLA management.

Responsibilities

• Lead and mentor a team of call center supervisors overseeing inbound and outbound operations.
• Coach supervisors on customer service best practices and operational excellence.
• Monitor and manage KPIs, performance metrics, and productivity standards.
• Oversee workforce management, including scheduling and performance goal setting.
• Develop strategies to ensure exceptional customer satisfaction across all interactions.
• Motivate and develop teams to maximize sales and service opportunities.
• Ensure accurate and timely payroll submissions.
• Drive revenue and profitability growth within the call center.
• Communicate process updates and key initiatives clearly to stakeholders.

Skills

Call center management

Leadership

KPI management

Workforce planning

Payroll management

Sales & service

Education

Associate degree

Tools

Microsoft Office

Job description

MCI is seeking a seasoned Call Center Operations Manager to lead a team of 5–10 supervisors in a fast-growing CX/BPO environment. You will drive performance, coaching, and payroll accuracy while coordinating with site leadership and client managers to maintain high service standards.

The role emphasizes accountability, continuous improvement, and strategic workforce management to optimize customer satisfaction and drive profitability across inbound and outbound operations.