Senior Operations Manager

MCI; United States; On-site; USD 80,000 - 100,000; Full time

Job summary

MCI is seeking a highly experienced Senior Operations Manager to oversee day-to-day BPO operations and drive performance across multiple teams. The ideal candidate will have a strong background in operations management and a proven track record of managing large teams effectively.

The position requires excellent leadership and communication skills to ensure service delivery compliance, manage team dynamics, and analyze performance metrics for continual improvement. Candidates must also be authorized to work in the United States.

Qualifications

• 5-7 years of experience in BPO operations management.
• 3+ years in a leadership role.
• Experience in handling first-party collections is preferred.

Responsibilities

• Oversee daily operations and ensure service delivery.
• Manage and develop team managers to drive performance.
• Analyze performance metrics and implement improvements.

Skills

Leadership

Data analysis

Communication

Problem-solving

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM systems

Data reporting tools

Job description

Position Overview

We are seeking a highly experienced Senior Operations Manager to oversee day‑to‑day operations of BPO campaigns and drive performance across multiple teams.

Key Responsibilities

• Oversee daily operations to ensure seamless service delivery and adherence to SLAs.
• Manage, coach, and develop team managers and supervisors to drive performance and engagement.
• Analyze key performance metrics to identify trends and areas of improvement and implement corrective actions.
• Develop and implement strategies to optimize workforce efficiency and productivity.
• Collaborate with stakeholders, including clients and internal teams, to ensure alignment on business objectives.
• Foster a culture of continuous improvement by driving process enhancements and best practices.
• Monitor and manage operational budgets, ensuring cost efficiency without compromising service quality.
• Ensure compliance with company policies, industry regulations, and client contractual agreements.
• Drive employee engagement initiatives to enhance retention and team morale.
• Lead transformation and change management initiatives to adapt to business needs and technological advancements.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred).
• Minimum of 5‑7 years of experience in BPO operations management, with at least 3 years in a leadership role.
• Proven track record in managing large teams, driving performance, and improving operational efficiency.
• Strong understanding of workforce management, process optimization, and client relationship management.
• Excellent leadership, communication, and decision‑making skills.
• Ability to work in a fast‑paced, high‑pressure environment with shifting priorities.
• Proficiency in data analysis, reporting tools, and KPI monitoring.
• Experience in handling first‑party collections, customer service, or sales operations (preferred).
• Knowledge of call center technologies, CRM systems, and compliance regulations.

Job Requirements

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Work Environment

This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. Light physical tasks may occasionally be required. The employee may need to reach, lift, move objects and exert force up to forty (40) pounds.

Compliance & Equal Employment Opportunity

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations for qualified applicants or employees with a disability unless such accommodations would cause undue hardship.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.