Job Details

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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.

Role Details

We are seeking a highly experienced and strategic Director of Operations to oversee and enhance client relationships, operational efficiency, and service delivery within our organization. The ideal candidate will be results-driven with extensive experience in BPO operations management, strong problem-solving abilities, and a commitment to customer satisfaction. This role requires strategic planning, team leadership, and performance optimization.

Responsibilities

• Build and maintain strong client relationships to understand and meet their needs.
• Develop strategies to enhance client satisfaction and operational efficiency.
• Establish and monitor KPIs for service delivery improvement.
• Oversee daily call center operations to ensure smooth workflow.
• Ensure compliance with organizational policies and industry regulations.
• Identify and implement process improvements.
• Lead and mentor managers, supervisors, and agents.
• Ensure ongoing staff training and development.
• Promote a positive work environment and employee engagement.
• Communicate effectively with stakeholders about operational performance.
• Manage escalated issues and provide solutions.
• Develop crisis management plans.

Qualifications

• Associate's or Bachelor's degree in Business Administration, Operations Management, or related field.
• Minimum 5 years of operations management experience, preferably in BPO.
• Proven leadership in managing teams in high-performance settings.
• Strong understanding of BPO industry standards and practices.
• Expertise in operational management and efficiency optimization.
• Deep knowledge of customer service principles.
• Excellent communication skills.
• Strong problem-solving and decision-making skills.
• Leadership ability to motivate and mentor staff.
• Ability to adapt to changing environments.

Conditions & Benefits

Must be authorized to work in the location. Willingness to undergo background/security investigations and drug screening. Benefits include paid time off, incentives, health coverage, retirement plans, disability and life insurance, career growth opportunities, paid training, and a casual work environment.

Physical & Legal Requirements

This role is largely sedentary, involving long periods of sitting and computer use. Reasonable accommodations will be provided as per ADA guidelines. MCI is committed to diversity and equal opportunity employment without discrimination based on any protected characteristic.

About MCI

MCI helps clients with CX and DX challenges through innovative solutions, including BPO, IT services, and more. Recognized as a fast-growing company, MCI employs over 10,000 people across multiple locations and subsidiaries, offering a broad range of business services.

Note

This description provides a general overview and is not exhaustive. The employer reserves the right to modify this description and employment terms at any time.