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MCI · 1 day ago

Operations Director

Wichita, KS

Full-time

Onsite

Director/Executive

MCI is one of the fastest-growing tech-enabled business services companies in the USA, specializing in customer experience and business process outsourcing. The Operations Director will lead the Wichita site, focusing on building high-performing teams, managing complex operations, and ensuring exceptional customer experiences across various industries.

Business Information Systems

Hiring Manager

Veshara Ann N.

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

Qualification

Senior leadership experienceBPO experienceP&L managementCommercial acumenTeam leadershipChange managementExceptional communicationDecision-making skillsProblem-solving abilities

Required

Proven senior leadership experience in BPO, 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

Must be authorized to work in the country where the job is based

Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint

Must be willing to submit to drug screening

Benefits

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 and sometimes even cars!

Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.

Retirement Savings: Secure your future with retirement savings programs, where available.

Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.

Life Insurance: Access life insurance options to safeguard your loved ones.

Supplemental Insurance: Accident and critical illness insurance

Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.

Paid Training: Learn new skills while earning a paycheck.

Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.

Casual Dress Code: Be comfortable while you work.