Mass Markets · 3 weeks ago
Experienced Call Center Manager
US-NM-Mesilla
Full-time
Onsite
Mid, Senior Level
5+ years expMCI is one of the fastest-growing tech-enabled business services companies in the USA, and they are seeking an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment. The role involves leading teams, analyzing performance data, and managing various operational aspects of the contact center.
ConsultingInformation Technology
Responsibilities
Oversee daily operations of the contact center, ensuring KPIs and SLAs are consistently met
Lead and mentor supervisors, team leads, and support staff
Analyze performance data and implement strategies for improvement
Collaborate with clients to align on goals, expectations, and service delivery
Manage workforce planning, scheduling, and resource allocation
Drive employee engagement, retention, and professional development
Ensure compliance with company policies and client requirements
Qualification
Required
Bachelor's Degree
3 years of experience in a contact center
5+ years of experience in a contact center, with at least 2 years in a management role
Strong leadership, analytical, and communication skills
Proficiency in contact center tools, CRM systems, and reporting platforms
Experience managing multiple teams or campaigns
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.
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