Call Center Operations Manager
Company: MCI Careers
Location: Wichita
Posted on: May 29, 2023
Job Description:
LOCATION:Wichita, KSJOB TYPE:Full-TimePAY TYPES:Salary +
BonusSALARY:$55000 - $70000 / yearBENEFITS & PERKS:MANAGEMENT: Paid
Time Off, Medical, Dental, Vision, Life Insurance, Retirement,
Company Cell Phone, Company Laptop, AdvancementAPPLICATION
DETAILS:No Resume Required, On-site InterviewPOSITION
OVERVIEW:OPERATIONS MANAGER SUPPORTING COMMERCIAL AND PUBLIC SECTOR
CLIENTSOur team is looking for experienced call center leaders to
support commercial and public sector clients. Managers in this role
coach and develop a team of 5 - 10 supervisors and are directly
responsible for the performance of their team. Candidates for this
role should be experienced, highly organized, enjoy working with
people, and possess a strong work ethic. A background in call
center operations management is required, and customer service,
technical support, or back-office experience is preferred. This is
a full-time, local, on-site position and requires employees to
report to work at one of our physical contact center locations. 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: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. Essential Duties
- Lead a team of 5-10 call center supervisors responsible for
inbound and outbound representatives
- Responsible for coaching and developing reports on customer
service processes and best practices.
- Manage metrics, performance criteria, policies and procedures
to improve call center productivity continuously
- Drive a culture of accountability, continuous improvement, and
personal excellence
- Directs workforce management activities and sets performance
goals and objectives accordingly
- Develop and maintain strategy on ensuring customer satisfaction
on all service interaction
- Provide team motivation and development to maximize sales
opportunities
- Responsible for the overall performance and productivity of
direct reports
- Responsible for weekly payroll review and submission to ensure
correct entries
- Responsible for driving the growth of revenue and profit
originating from a call center
- Proven ability to meet performance, efficiency, and quality
assurance targets
- Monitoring of individual and team results to identify and act
on both positive and negative performance
- Communicate key messages effectively to ensure that direct
reports are informed of process changes
- Provide regular feedback to supervisors regarding performance
wins and areas of opportunity
- Work with other departments in the organization, such as
quality assurance, training, IT, and recruiting
- Develop and audit quality assurance strategies to ensure the
delivery of world-class service
- Determining work procedures, preparing work schedules, and
expediting workflow
- Responsible for hiring, coaching and terminating call center
employees
- Be a subject matter expert on your client's business
- Manage remote employees as needed.
- Other duties and responsibilities as assignedCANDIDATE
QUALIFICATIONS:WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? The
ideal candidate would share and understand the high-growth
objectives of the company. This position requires an advanced
degree of leadership, creative thinking, and dedication to people.
The ability to professionally represent the organization internally
and client-facing is a must. The right candidate will exhibit good
business judgment and acumen and be comfortable collaborating with
other departments and locations throughout the organization.
REQUIRED QUALIFICATIONS
- Minimum of 5-years call center management experience
- Associate's degree or equivalent combination of education and
relevant work experience
- Exceptional interpersonal & communication skills
- Strong supervisory experience including staff development
- Advanced knowledge of Microsoft Office including Outlook,
Excel, Word & PowerPoint
- Demonstrated ability to drive sales through the actions of
others
- Superior knowledge of call center tools and technology used to
manage KPIs and SLAs
- Possess practical conflict resolution skills (both customer and
agent conflict)
- Proven leader with advanced time management, planning,
organizational and multitasking skills
- Ability and eagerness to learn new products and system
- Ability to work in a professional, fast-paced environment
- Strong understanding of the contact center environment and the
key levers to enhance performance and achieve client and financial
targets
- Clear, concise and practical communication skills (both oral
and written)
- A solution-oriented and positive mindset that openly embraces
change and stretches goals.
- Strong organizational skills with an ability to prioritize
objectives with little-to-no assistance, find issues, and create
and execute solutions that address those issues.
- An ability to hold team members accountable for job performance
including adherence, KPI's, and process
- The ability to thrive in a fast-paced, ever-changing, and
high-pressure environment. PREFERRED QUALIFICATIONS:Military,
local, state or federal government experience is a plus.Graduation
from an accredited two-year or four-year college or university is a
plusExperience managing both remote and on-site reports is a
plusCONDITIONS OF EMPLOYMENT:Must be authorized to work in their
country of residence (The United States or Canada)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 resultsMust be willing to submit
to drug screening. Job offers are contingent on drug screening
results.COMPENSATION DETAILS:WANT AN EMPLOYER THAT VALUES YOUR
CONTRIBUTION?We believe that hard work should pay off, so we make
sure that our compensation and total rewards are competitive.
Standard starting compensation is commensurate with experience.
Regular reviews and raises are awarded based on tenure and
performance, so our employees make more each year. Employees earn
paid time off as well as paid holidays and paid training
opportunities. Regular daily, weekly and monthly incentives are
part of the overall compensation our team members enjoy and include
monetary incentive and prizes such as computers, tablets, phones,
TVs, trips, tickets, and even cars. In addition to our standard
group benefits offering for full-time employees following 90-days
of employment, all employees are eligible to opt for our MEC
medical plan after only 30-days of employment. Benefits options and
plans vary slightly by location. JUST A FEW OF THE BENEFITS
Medical, Dental, and Vision Coverage
OptionsPaid Time-OffRegular RaisesAdvancement OpportunityFun,
Engaging Work EnvironmentCasual Dress CodeCash and Prize
ContestsPHYSICAL 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.REASONABLE
ACCOMMODATION:Consistent with the Americans with Disabilities Act
(ADA) it is the policy of MCI and affiliates to provide reasonable
accommodation when requested by a qualified applicant or employee
with a disability unless such accommodation would cause undue
hardship. The policy regarding requests for reasonable
accommodation applies to all aspects of employment. If reasonable
accommodation is needed, please contact Kate Murph, Vice President
of Human Resources, .DIVERSITY AND EQUALITY:At MCI and its
subsidiaries, we embrace differences and believe diversity is a
benefit to our employees, our company, our customers, and our
community. All aspects of employment at MCI are based solely on a
person's merit and qualifications. MCI maintains a work environment
free from discrimination, one where employees are treated with
dignity and respect. All employees share in the responsibility for
fulfilling MCI's 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 ordinances. MCI will consider for employment qualified
applicants with criminal histories in a manner consistent with
local and federal requirements. MCI will not tolerate
discrimination or harassment based on any of these characteristics.
We adhere to these principles in all aspects of employment,
including recruitment, hiring, training, compensation, promotion,
benefits, social and recreational programs, and discipline. In
addition, it is the policy of MCI to provide reasonable
accommodation to qualified employees who have protected
disabilities to the extent required by applicable laws,
regulations, and ordinances where an employee works.ABOUT MCI
(PARENT COMPANY):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. Magazine's List of
Fastest-Growing Companies 15 times respectively. MCI has fifteen
business process outsourcing service delivery facilities in Iowa,
Georgia, Florida, Texas, Massachusetts, New Hampshire, South
Dakota, New Mexico, California, Kansas, and Nova Scotia. 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 a 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 10,000+ talented individuals
with 150+ diverse North American client partners across the
following MCI brands: GravisApps, Mass Markets, MCI Federal
Services (MFS), The Sydney Call Center, OnBrand24, and Valor
Intelligent Processing (VIP). REGARDING COVID-19:As an employer
supporting critical Federal, State, Provincial, and Commercial
clients, we have taken steps to ensure that we remain operational
while taking every precaution possible to prevent the spread of
COVID-19 and keep our employees safe. Measures include social
distancing for those working on-site, frequent deep cleaning and
disinfecting of workstations and common areas, daily contactless
temperature checks for those essential employees working on-site,
travel policies limiting travel and mandatory quarantine, reporting
and quarantine processes and policies for those exposed, and
requesting masks to be worn when on-site employees are not at their
workstation. For more information on MCIs response to COVID-19
please visit .DISCLAIMER:The purpose of the above job description
is to provide potential candidates with a general overview of the
role. It's 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 upon 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 a contract for employment, and either you or the
employer may terminate employment at any time, for any
reason.DISCLAIMER:The purpose of the above job description is to
provide potential candidates with a general overview of the role.
It's 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 upon 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 a
contract for employment, and either you or the employer may
terminate employment at any time, for any reason.
Keywords: MCI Careers, Wichita , Call Center Operations Manager, Executive , Wichita, Kansas
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