Operations Manager

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

 

We are seeking a dynamic and results-driven Operations Manager to oversee the daily operations of our call center. This role is responsible for ensuring operational efficiency, compliance, and high-performance standards while driving continuous improvement initiatives. The ideal candidate will have a strong background in BPO operations management, excellent leadership abilities, and a passion for delivering exceptional customer service.

 

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Manage the day-to-day activities of the call center to ensure smooth operations and efficiency.

• Ensure that all operations comply with organizational policies, industry standards, and legal regulations.

• Develop and implement strategies to improve operational efficiency and effectiveness.

• Track key performance metrics, analyze data, and prepare regular operational reports.

• Work closely with client managers to meet their needs and expectations.

• Lead and mentor a team of supervisors and staff to ensure high performance, engagement, and professional growth.

• Optimize resource allocation and workload distribution to maximize productivity.

• Identify opportunities for operational enhancements and implement best practices.

• Handle escalated issues and provide effective solutions to ensure customer satisfaction.

• Maintain high service quality standards to ensure a positive customer experience

 

STANDARD QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Associate’s or Bachelor’s degree in Business Administration, Operations Management, or a related field.
• At least 5 years of experience in operations management, preferably within a BPO environment.
• Proven experience in leading and managing teams in a fast-paced environment
• Fluent in Spanish and English.
• Strong understanding of BPO industry standards and best practices.
• Expertise in operational management principles and efficiency optimization.
• Deep understanding of customer service principles and best practices.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making skills.
• Ability to work effectively as part of a team and manage interpersonal relationships.
• Demonstrated leadership skills, including the ability to motivate and mentor staff.
• Ability to adapt to changing environments and manage change effectively.

CONDITIONS

 

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• 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. (Does not apply in Canada)

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

COMPENSATION, BENEFITS, INCENTIVES, AND REWARDS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

 

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience,