Call Center Customer Service Manager

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 highly skilled and motivatedCall Center Customer Service Managerto lead a team of supervisors and drive performance across our customer service and sales operations. This role is ideal for a dynamic leader who can inspire teams deliver measurable results and ensure exceptional service for our clients.

The ideal candidate is experienced organized people-oriented and has a strong work ethic. A background in call center operations management is required with additional experience in customer service technical support or back-office operations preferred.

This is a full-time on-site positionat one of our physical contact center locations. We offer competitive compensation performance-based bonuses comprehensive medical dental and vision benefits paid vacation and holidays and exciting incentive programs.

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.

WHAT DOES SOMEONE IN THIS ROLE DO

Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish and pro-actively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account.

Key Responsibilities:

• Lead and manage 510 call center supervisors overseeing inbound and outbound teams
• Coach and develop supervisors on customer service best practices and performance management
• Monitor and improve call center metrics productivity and service quality
• Foster a culture of accountability continuous improvement and excellence
• Oversee workforce management and set clear performance goals
• Develop strategies to enhance customer satisfaction across all service interactions
• Motivate teams to maximize sales opportunities and meet revenue targets
• Ensure accurate and timely payroll review and submission
• Track and analyze individual and team performance addressing both strengths and areas for improvement
• Communicate process updates and key messages effectively to supervisors
• Collaborate with departments such as Quality Assurance Training IT and Recruiting
• Design and audit quality assurance strategies to ensure top-tier service delivery
• Manage hiring coaching and termination processes for call center staff
• Serve as a subject matter expert on client-specific operations
• Manage remote employees as needed
• Perform other duties as assigned

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

Its about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company providing over-the-phone customer service sales and technical support. We provide all new employees with world-class training so all positive driven and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated energetic and dedicated.

• Must be 18 years or older
• High school diploma or equivalent
• 2 years of experience in call center operations management
• Strong data entry and computer skills
• Fluent in English (spoken and written)
• Wired high-speed internet connection (20Mbps download speed)
• Excellent organizational written and verbal communication skills
• Typing speed of 20 words per minute
• Availability to work scheduled shifts including during training
• Proficiency in Microsoft Office (Excel Word PowerPoint Outlook)
• Ability to learn and navigate complex computer systems
• Reliable attendance and punctuality
• Strong conflict resolution problem-solving and negotiation skills
• Customer-focused mindset: empathetic responsive and patient
• Ability to multitask self-manage and stay focused in a fast-paced environment
• Strong interpersonal skills and team orientation

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.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION

At MCI your hard work deserves recognition and rewards. 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:

• HMO Coverage plus a dependent

Rank & File: 100000 coverage

Supervisors/Managers: 120000 coverage

• Dental Coverage

In-house dental assistance worth 5000 giving you easier access to quality care

• Free meal during training
• Career growth and learning
• Allowances for rice clothing laundry and meals
• Performance and loyalty bonuses
• Frequent disinfection fogging of workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Sharpen your social skills while meeting awesome people and making new friends
• Plus more in-office rewards raffles recognition gifts and treats!

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography the core of our commitment remains the same: rewarding effort providing growth opportunities and creating an environment where every employee feels valued.

If youre ready to join a company that recognizes your contributions and supports your growth MCI is the place for you. Apply today!

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.

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed please contact Human Resources.

At MCI and its subsidiaries we embrace differences and believe diversity benefits our employees company customers and community. All aspects of employment at MCI are based solely on a persons merit and qualifications. MCI maintains a work environment free from discrimination where employees are treated with dignity and respect. All employees are responsible for fulfilling MCIs commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these adhere to these principles in all aspects of employment including recruitment hiring training compensation promotionbenefits social and recreational programs addition MCIs policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws regulations and ordinances where an employee works.

MCI helps customers take on their CX and DX challenges differently creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing staff augmentation contact center customer services and IT Services needs by providing general and specialized hosting software staff and services.

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowas Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA making the coveted top 500 for the first time. MCIs subsidiaries had previously made Inc. Magazines List of Fastest-Growing Companies 15 times respectively. MCI has ten business process outsourcing service delivery facilities in Georgia Florida Texas New Mexico California Kansas Nova Scotia South Africa and the Philippines.

Driving modernization through digitalization MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows acquires and operates companies that have synergistic products and services portfolios including but not limited to Automated Contact Center Solutions (ACCS) customer contact management IT Services (IT Schedule 70) and Temporary and Administrative Professional Staffing (TAPS Schedule 736) Business Process Management (BPM) Business Process Outsourcing (BPO) Claims Processing Collections Customer Experience Provider (CXP) Customer Service Digital Experience Provider (DXP) Account Receivables Management (ARM) Application Software Development Managed Services and Technology Services to mid-market Federal & enterprise partners. MCI now employs 10000 talented individuals with 150 diverse North American client partners across the following MCI brands: MCI BPO MCI BPOaaS MarketForce GravisApps Gravis Marketing MarchEast Mass Markets MCI Federal Services (MFS) OnBrand24 The Sydney Call Center Valor Intelligent Processing (VIP) BYC Aqua EastWest BPO TeleTechnology and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. Its not an all-inclusive list of the duties responsibilities skills and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract and either you or the employer may terminate employment at any time for any reason.