Senior Operations Manager

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 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, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. 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. Qualifications College Graduate and combination of training and experience. Minimum of 3 years of experience in BPO operations management and 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 & Benefits HMO coverage plus a dependent. Dental coverage and in‑house dental assistance worth ₱5,000. Free meal during training. Career growth and learning opportunities. Allowances for rice, clothing, laundry, and meals. Performance and loyalty bonuses. Frequent disinfection and fogging of workplace. Opportunities for growth and promotion. Employee shuttle services. Company retreats and off‑site events. Social recognition gifts, raffles, and rewards. Physical Requirements This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. 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 the country where the job is based. 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), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact 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. #J-18808-Ljbffr