Mass Markets ยท 3 months ago
Call Center Director
US-KS-Wichita
Full-time
Onsite
Lead/Staff, Director/Executive
$60K/yr - $75K/yr
5+ years expMCI is one of the fastest-growing tech-enabled business services companies in the USA, specializing in customer experience and business process outsourcing. The Call Center Director is responsible for managing and developing supervisors, implementing operational strategies, and ensuring alignment with corporate and client objectives.
ConsultingInformation Technology
Responsibilities
Manage Sales Supervisors
Oversee quality, production, and hours
Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives
Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
Directs sales forecasting activities and sets performance goals and objectives accordingly
Review and provide guidelines and best practices for maintaining competitive edge
Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
Analyze and respond to changing market conditions, to include competitive benchmarking
Analyze trends which includes producing statistical reports on individual performance and sales trends
Provide team motivation and development to maximize sales opportunities
Responsible for the overall performance and productivity of Supervisors
Responsible for weekly payroll review and submission to ensure correct entries
Building management of all building maintenance
Responsible for the physical security of the building
Other duties and responsibilities as assigned
Qualification
Required
5 years of experience in a related field
Bachelors Degree or Equivalent Combination of Training and Experience
Exceptional interpersonal & communication skills
Strong supervisory experience including staff development
Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
Demonstrated ability to drive sales through the actions of others
Understanding of call center tools and technology used to manage KPIs and SLAs
Possess effective conflict resolution skills (both customer and agent conflict)
Possess time management, planning, organizational and multi-tasking skills
Ability to learn new products and systems
Ability to work in a professional fast-paced environment
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
Preferred
Associate's degree and/or relevant work experience
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