Senior Call Center Operations Leader

MCI Careers; Tyler (KS); On-site; USD 70,000 - 100,000; 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

Casual Dress Code

Job summary

MCI is seeking an experienced Operations Manager to lead 5–10 supervisors in a dynamic call center environment. The role focuses on maintaining call quality, coaching, and driving performance across inbound and outbound operations.

You will work closely with the site director and client account managers to ensure adherence to policies, optimize processes, and deliver strong customer outcomes. This is a full-time on-site position at a MCI location.

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.
• Effective conflict resolution skills for both customer and employee issues.
• Strong organizational, time management, and multitasking capabilities.
• Adaptability in a fast-paced, evolving environment.

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.
• Foster a culture of accountability, continuous improvement, and high performance.
• 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.
• Analyze team and individual performance to identify trends and improvement areas.
• Communicate process updates and key initiatives clearly and effectively.
• Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting.
• Lead quality assurance efforts to maintain world-class service standards.
• Manage hiring, coaching, and, when necessary, termination of staff.
• Serve as a subject matter expert on client-specific operations.
• Manage remote team members as needed.
• Perform other duties as assigned.

Skills

Call center mgmt

Leadership

Communication

MS Office

Performance management

Scheduling & payroll

Education

Associate degree

Job description

MCI is seeking an experienced Operations Manager to lead 5–10 supervisors in a dynamic call center environment. The role focuses on maintaining call quality, coaching, and driving performance across inbound and outbound operations.

You will work closely with the site director and client account managers to ensure adherence to policies, optimize processes, and deliver strong customer outcomes. This is a full-time on-site position at a MCI location.