Senior Operations Manager

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.  

 

 

We are seeking a highly experienced and results-oriented Senior Operations Manager to join our dynamic BPO team. In this leadership role, you will be responsible for overseeing day-to-day operations, driving performance across multiple campaigns, and ensuring the consistent delivery of exceptional service to clients.

As a key member of the management team, you will lead large, diverse teams, implement operational strategies, and identify opportunities to improve efficiency, productivity, and overall business performance. You will be accountable for achieving key performance indicators (KPIs), maintaining service excellence, and fostering a culture of continuous improvement and employee engagement.

The ideal candidate will possess strong leadership and people management skills, extensive experience within a BPO or customer service environment, and a proven track record of optimizing processes and delivering measurable results. You should be highly analytical, client-focused, and capable of managing multiple priorities in a fast-paced, performance-driven environment.

 

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:

• 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, 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.

CANDIDATE 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:

• 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.

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 tel