Director of Operations - Mass Markets : 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.

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 a results-driven leader with extensive experience in BPO operations management, strong problem-solving abilities, and a commitment to customer satisfaction. This role requires a proactive approach to strategic planning, team leadership, and performance optimization.

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.

Position Responsibilities

• Build and maintain strong relationships with clients to understand their needs and ensure expectations are met.
• Develop and implement strategies to enhance client satisfaction and operational efficiency.
• Establish and monitor key performance indicators (KPIs) to track and improve service delivery.
• Oversee the daily operations of the call center to ensure smooth workflow and optimal client services.
• Ensure all operations comply with organizational policies and industry regulations.
• Identify and implement process enhancements to improve efficiency and service quality.
• Lead and mentor a team of managers, supervisors, and call center agents to ensure high performance.
• Ensure staff receive ongoing training and development to maintain performance excellence.
• Foster a positive work environment and promote high levels of employee engagement and morale.
• Work closely with clients to understand their needs and ensure their expectations are met.
• Maintain effective communication with stakeholders to keep them informed of operational performance and initiatives.
• Manage escalated issues and provide effective solutions to ensure customer satisfaction.
• Develop and implement crisis management plans to handle emergencies and minimize disruptions.

Candidate Qualifications

Wonder if you are a good fit for this position? All positive, motivated, and dedicated applicants are encouraged to apply. The ideal candidates should possess the following qualities:

• Associate's or Bachelor's degree in Business Administration, Operations Management, or a related field.
• At least 5 years of experience in operations management, preferably within a BPO environment.
• Proven experience in leading and managing teams in a high-performance setting.
• Strong understanding of industry standards and best practices in BPO.
• Expertise in operational management principles and efficiency optimization.
• Deep understanding of customer service principles.
• Excellent communication skills, both verbal and written.
• Strong problem-solving and decision-making skills.
• Ability to work effectively in a team and manage interpersonal relationships.
• Demonstrated leadership skills, including motivating and mentoring staff.
• Ability to adapt to changing environments and manage change effectively.

Compensation & Benefits

At MCI, we value your contributions and offer competitive compensation and benefits packages, including paid time off, incentives, health benefits, retirement plans, disability and life insurance, career growth opportunities, paid training, and a fun, engaging work environment. Specific benefits may vary by location.

Physical Requirements

This role is primarily sedentary, requiring long periods of sitting/standing while using a computer and telephone headset. Occasional movement around the office and lifting objects up to 40 pounds may be required.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Willingness to submit to background checks, security investigations, and drug screening as required.

Equal Opportunity

MCI is committed to a diverse and inclusive workplace, providing equal employment opportunities without discrimination based on age, race, gender, disability, or other protected characteristics. We also consider qualified applicants with criminal histories in accordance with applicable laws.

About MCI

MCI is a leading provider of customer experience and digital transformation solutions, recognized for rapid growth and industry leadership. We operate multiple BPO and technology-enabled service companies across the globe, employing over 10,000 talented individuals.

Additional Details

• Seniority level: Director
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: IT Services and Consulting

Interested candidates are encouraged to apply today!

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