Operations Director

LOCATION

Wichita, KS

JOB TYPE

Full-Time

PAY TYPES

Salary

SALARY

Commensurate

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 Operations Director to lead our Wichita site into its next chapter of success. This is not your typical call center leadership role. If you’ve run a hotel, managed multiple restaurants, overseen a busy construction site, or directed operations in a high-volume service environment, we want to hear from you. 

We’re looking for a proven leader who thrives on building high-performing teams, managing complex operations, and delivering exceptional customer experiences no matter the industry. 

 

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:

• Lead, mentor, and motivate managers, supervisors, and frontline staff to consistently exceed operational targets. 
• Oversee budgets, P&L, and resource allocation to maximize site performance and profitability. 
• Champion a culture of accountability, collaboration, and service excellence. 
• Direct all site operations, ensuring efficiency, compliance, and exceptional outcomes. 
• Introduce and manage process improvements that boost productivity and elevate the customer experience. 
• Build and maintain strong relationships with clients, stakeholders, and community partners. 
• Manage quality assurance, productivity metrics, and workforce planning. 
• Design and execute strategic sales initiatives aligned with company goals. 
• Monitor and optimize KPIs, SLAs, and operational policies for peak performance. 
• Set and manage sales forecasts and performance objectives. 
• Establish best practices to maintain market competitiveness. 
• Develop strategies to ensure outstanding customer satisfaction across all interactions. 
• Conduct market research and competitor benchmarking to guide operational decisions. 
• Prepare performance reports and analyze sales trends to drive continuous improvement. 
• Foster a high-performance, engaged, and motivated team environment. 
• Oversee payroll accuracy and timely processing. 
• Manage building operations, including maintenance and site security. 
• Partner with corporate leadership to deliver strategic initiatives. 
• Perform additional duties as required.

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:

• Proven senior leadership experience in BPO (preferred), or in hospitality, retail, construction, logistics, manufacturing, or other large-scale operational environments. 
• Demonstrated success in leading teams of 100+ in fast-paced, results-driven settings. 
• Strong commercial and financial acumen, including P&L management. 
• Exceptional communication, decision-making, and problem-solving abilities. 
• Skilled at navigating change and adapting strategies to drive growth and performance. 

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 beyo