Senior Operations Lead - Contact Center Excellence

MCI; Wichita (KS); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

PTO and holidays

Cash bonuses

Health benefits

Retirement savings

Disability and life insurance

Training and development

Casual dress

Job summary

MCI is seeking an Operations Manager to lead the on‑site contact center team, ensuring operational delivery, client partnership, and strong performance results. The role requires overseeing day‑to‑day account management, reporting, and escalation handling to drive a high‑quality customer experience.

Responsibilities include mentoring leaders, aligning Quality, Training, Workforce, and Talent Acquisition, and continuously improving processes while maintaining compliance with policies and

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field (or equivalent experience).
• 3 years of contact center/BPO leadership experience with multi‑functional oversight.
• Proven success managing large teams through layered leadership structures.
• Strong financial management capabilities including budgeting, forecasting, and cost control.
• Demonstrated ability to build and maintain client relationships, including executive‑level stakeholders.
• Experience achieving KPI performance, delivering SLAs, and leading continuous improvement initiatives.
• Advanced decision‑making and problem‑solving skills in fast‑paced environments.
• Strong knowledge of workforce planning, quality frameworks, and operational analytics.
• Excellent communication, presentation, and change management abilities.

Responsibilities

• Oversee day‑to‑day management of the account and maintain communication with client operational contacts.
• Drive performance outcomes to achieve SLAs, KPIs, and quality expectations.
• Lead, mentor, and develop functional leaders to ensure consistent execution.
• Manage client updates, reporting, and escalation handling.
• Ensure alignment across Quality, Training, Workforce, and Talent Acquisition functions.
• Identify opportunities to enhance processes, improve efficiency, and elevate customer experience.
• Maintain compliance with company policies, security requirements, and regulatory standards.

Skills

Leadership

Ops management

Client relationships

KPI & SLAs

Communication

Forecasting

Analytics

Problem solving

Change management

Workforce planning

Education

Bachelor's degree

Job description

MCI is seeking an Operations Manager to lead the on‑site contact center team, ensuring operational delivery, client partnership, and strong performance results. The role requires overseeing day‑to‑day account management, reporting, and escalation handling to drive a high‑quality customer experience.

Responsibilities include mentoring leaders, aligning Quality, Training, Workforce, and Talent Acquisition, and continuously improving processes while maintaining compliance with policies and