Experienced Call Center Manager

Overview

Wichita, KS

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 looking for an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment.

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.

Qualifications

Location & Compliance

Benefits & Compensation

What You Can Expect from MCI : We offer a competitive compensation and benefits package designed to grow with you. Starting compensation is based on experience, and a variety of benefits and incentives are provided to support and reward team members. See below for some benefits.

Legal & Diversity Statement

At MCI, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person\'s merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI\'s commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. We provide reasonable accommodations to qualified employees with protected disabilities as required by law.

In addition, MCI helps customers take on CX and DX challenges by delivering industry-leading solutions that drive performance. The company includes multiple brands and locations with a broad portfolio of services across BPO, IT services, and related staffing.

The employer reserves the right to revise this job description at any time. This job description is not a contract of employment, and either party may terminate employment at any time for any reason.

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