Strategic Contact Center Manager

MCI Careers; Killeen (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Retirement Savings

Career Growth

Paid Training

Casual Dress Code

Job summary

MCI Careers is looking for a Contact Center Manager to oversee daily operations in Killeen, Texas. This leadership position demands strong communication and problem-solving skills along with expertise in contact center metrics. Responsibilities include managing overall operations, mentoring staff, and collaborating with clients to ensure service excellence. The role offers a competitive compensation package, and employees enjoy a variety of benefits including paid time off, health coverage, and opportunities for career growth.

Qualifications

• 3+ years of experience in a contact center leadership role, preferably in a BPO environment.
• Proven ability to manage large teams and complex operations.
• Experience working with international clients is a plus.

Responsibilities

• Manage overall contact center operations, including staffing and performance.
• Lead and mentor team leaders and supervisors to achieve KPIs and SLAs.
• Collaborate with clients to align service goals with business needs.

Skills

Strong leadership

Communication skills

Problem-solving skills

Contact center metrics knowledge

Team management

Education

Bachelor’s degree in Business or Operations

Job description

MCI Careers is looking for a Contact Center Manager to oversee daily operations in Killeen, Texas. This leadership position demands strong communication and problem-solving skills along with expertise in contact center metrics. Responsibilities include managing overall operations, mentoring staff, and collaborating with clients to ensure service excellence. The role offers a competitive compensation package, and employees enjoy a variety of benefits including paid time off, health coverage, and opportunities for career growth.