Job Details

Senior Operations Manager

  2025-08-13     Mass Markets     Montgomery,AL  
Description:

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Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking an experienced and results-driven Senior Operations Manager to join our dynamic BPO team. This role is pivotal in ensuring operational excellence, driving performance, and optimizing efficiency across multiple campaigns. The ideal candidate will have a strong background in managing large teams, improving processes, and delivering high-quality service while meeting key performance indicators (KPIs) and client expectations.

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.

Key Responsibilities

  • Oversee daily operations to ensure seamless service delivery and adherence to SLAs.
  • Manage, coach, and develop team managers and supervisors to drive performance and engagement.
  • Analyze key performance metrics to identify trends, areas of improvement, and implement corrective actions.
  • Develop and implement strategies to optimize workforce efficiency and productivity.
  • Collaborate with stakeholders, including clients and internal teams, to ensure alignment on business objectives.
  • Foster a culture of continuous improvement by driving process enhancements and best practices.
  • Monitor and manage operational budgets, ensuring cost efficiency without compromising service quality.
  • Ensure compliance with company policies, industry regulations, and client contractual agreements.
  • Drive employee engagement initiatives to enhance retention and team morale.
  • Lead transformation and change management initiatives to adapt to business needs and technological advancements.

Candidate Qualifications

All positive, motivated, and dedicated applicants are encouraged to apply. The ideal candidates for this position should possess the following qualities:

  • Bachelor's degree in Business Administration, Operations Management, or a related field (preferred).
  • Minimum of 5-7 years of experience in BPO operations management, with at least 3 years in a leadership role.
  • Proven track record in managing large teams, driving performance, and improving operational efficiency.
  • Strong understanding of workforce management, process optimization, and client relationship management.
  • Excellent leadership, communication, and decision-making skills.
  • Ability to work in a fast-paced, high-pressure environment with shifting priorities.
  • Proficiency in data analysis, reporting tools, and KPI monitoring.
  • Experience in handling first-party collections, customer service, or sales operations (preferred).
  • Knowledge of call center technologies, CRM systems, and compliance regulations.

Compensation Details

At MCI, we value your contributions and offer competitive compensation and benefits packages that grow with you. Starting salary depends on experience, and we provide various benefits and incentives, including:

  • Paid Time Off and holidays
  • Incentives & Rewards programs with cash bonuses, electronics, vacations, and cars
  • Comprehensive health benefits after 30-90 days
  • Retirement savings options
  • Disability and life insurance
  • Career advancement opportunities
  • Paid training and a fun, collaborative environment

Physical Requirements

This role is primarily sedentary, requiring long periods of sitting/standing, computer use, and occasional movement around the office, including lifting objects up to 40 pounds.

Conditions of Employment

  • Must be authorized to work in the country of employment.
  • Willingness to undergo background checks, security investigations, and drug screening.

Equal Opportunity Statement

MCI is committed to diversity and equal opportunity. We do not discriminate based on age, race, gender, disability, or other protected characteristics and provide reasonable accommodations as needed.

About MCI

MCI helps clients improve CX and DX through innovative solutions in BPO, IT, and staffing. Recognized for rapid growth and industry leadership, MCI operates multiple global facilities and employs over 10,000 professionals dedicated to delivering exceptional services.

This description provides a general overview and is not exhaustive. Responsibilities and requirements may evolve. Employment is at-will, and the company reserves the right to revise this description at any time.

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