Call Center Operations Management

POSITION OVERVIEW

We are a rapidly growing, industry leading business process outsourcing and software development organization. As a high growth organization with an entrepreneurial culture we are committed to a high octane, fun and collaborative work environment.

As a member of our team, you will have a high degree of responsibility and autonomy giving you a singular opportunity to make a difference is the organizations shape, direction and growth.

SALARY

Commensurate

POSITION RESPONSIBILITIES

This role is responsible for the management and development of supervisors and all other operational management associated with day to day contact center operations.

Operations Management is responsible for the development and implementation of all operational strategy the ensures that performance, culture and overarching contact center controls and processes are aligned with corporate and client objectives.

This role works closely with corporate leadership and requires a high degree of initiative, sound judgment and leadership.

• Manage Sales Supervisors
• Oversee quality, production, and hours
• Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives
• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
• Directs sales forecasting activities and sets performance goals and objectives accordingly
• Review and provide guidelines and best practices for maintaining competitive edge
• Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
• Analyze and respond to changing market conditions, to include competitive benchmarking
• Analyze trends which includes producing statistical reports on individual performance and sales trends
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of Supervisors
• Responsible for weekly payroll review and submission to ensure correct entries
• Building management of all building maintenance.
• Responsible for the physical security of the building
• Other duties and responsibilities as assigned

CANDIDATE QUALIFICATIONS

The ideal candidate for this role would share and understand the high growth objectives of our team. This position requires an advanced degree of leadership, creative thinking, and dedication to people.

The ability to professionally represent the company internally and client facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views.

This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.

• Associate’s degree and / or relevant work experience
• Exceptional interpersonal & communication skills
• Strong supervisory experience including staff development
• Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
• Demonstrated ability to drive sales through the actions of others
• Understanding of call center tools and technology used to manage KPIs and SLAs
• Possess effective conflict resolution skills (both customer and agent conflict)
• Possess time management, planning, organizational and multi-tasking skills
• Ability to learn new products and systems
• Ability to work in a professional fast-paced environment

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience.

Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.

In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment.

Benefits options and plans vary slightly by location.

JUST A FEW OF THE BENEFITS

• Medical, Dental, and Vision Coverage Options
• Paid Time-Off
• Regular Raises
• Work-at-Home Opportunities
• Advancement Opportunity
• Fun, Engaging Work Environment
• Casual Dress Code
• Cash and Prize Contests

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset.

The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer.

The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in their country of residence (The United States or Canada)
• Must be willing to submit up to a LEVEL II background and / or security investigation with a fingerprint. Job offers are contingent on background / security investigation results
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship.

The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources, .

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, 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, regulations, and ordinances.

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.

In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.

MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time.

MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies.

MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners.

MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands : GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.

You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

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

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