Senior Operations Manager

LOCATION

Remote Work-at-Home

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 an experienced and results-driven Senior Operations Manager to join our dynamic BPO team. This role is pivotal in ensuring operational excellence, driving performance, and optimizing efficiency across multiple campaigns. The ideal candidate will have a strong background in managing large teams, improving processes, and delivering high-quality service while meeting key performance indicators (KPIs) and client expectations.

 

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.

CONDITIONS OF EMPLOYMENT

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.

COMPENSATION DETAILS

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, and we offer a variety of benefits and incentives to support and reward our team members.

 

What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations