Mass Markets · 3 months ago
Call Center Operations Manager
US-GA-Savannah
Full-time
Onsite
Senior Level, Lead/Staff
$50K/yr - $60K/yr
10+ years expMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of clients. We’re seeking an experienced Call Center Operations Manager to lead a team of supervisors, ensuring call quality and operational excellence while driving performance and customer satisfaction.
ConsultingInformation Technology
Responsibilities
Lead and mentor a team of call center supervisors overseeing inbound and outbound operations
Coach supervisors on customer service best practices and operational excellence
Monitor and manage KPIs, performance metrics, and productivity standards
Foster a culture of accountability, continuous improvement, and high performance
Oversee workforce management, including scheduling and performance goal setting
Develop strategies to ensure exceptional customer satisfaction across all interactions
Motivate and develop teams to maximize sales and service opportunities
Ensure accurate and timely payroll submissions
Drive revenue and profitability growth within the call center
Analyze team and individual performance to identify trends and improvement areas
Communicate process updates and key initiatives clearly and effectively
Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting
Lead quality assurance efforts to maintain world-class service standards
Manage hiring, coaching, and, when necessary, termination of staff
Serve as a subject matter expert on client-specific operations
Perform other duties as assigned
Qualification
Required
Minimum 5 years of call center management experience
Associate's degree or equivalent combination of education and experience
Strong leadership and staff development skills
Excellent interpersonal and communication abilities
Advanced proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)
Proven ability to drive performance and meet sales and service targets
Deep understanding of call center tools, KPIs, and SLA management
Effective conflict resolution skills for both customer and employee issues
Strong organizational, time management, and multitasking capabilities
Adaptability in a fast-paced, evolving environment
Clear, concise communication, both written and verbal
A proactive, solution-oriented mindset with a passion for excellence
Ability to prioritize and execute tasks independently
Strong accountability and performance management skills
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.
Company
Mass Markets
Leading America based business process outsourcing (BPO) provider specializing in customer service, inside sales and back-office.
501-1000 employees
Funding
Current Stage
Late StageRecent News
2025-06-24
Company data provided by crunchbase