Senior Operations Manager

Join to apply for the Senior Operations Manager role at Mass Markets Get AI-powered advice on this job and more exclusive features. 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 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. Key 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. Candidate Qualifications College Graduate and a 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 Details At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect From MCI Our team members enjoy: HMO, Medical and Dental coverage Free meal during training Career growth and learning Allowances (Rice, Clothing, Laundry, Meal) Performance and loyalty bonuses Frequent disinfection, fogging of workplace Opportunities for growth and promotion Employee shuttle services Company retreats and off-site events Social skills development and networking In-office rewards, raffles, recognition gifts, and treats Physical Requirements This job operates in a professional office environment. Employees will be largely sedentary, sitting or standing for long periods while using a computer and telephone headset. Occasional movement around the office may be required, including reaching, lifting objects up to 40 pounds, and operating office equipment. Conditions of Employment Must be authorized to work in the country where the job is based. Willingness to submit to background/security investigations and drug screening as per company policies. Equal Opportunity Statement MCI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on age, race, gender, disability, or any other protected characteristic. About MCI MCI is a global leader in business process outsourcing, providing innovative solutions to clients worldwide. Recognized for rapid growth and industry leadership, MCI operates multiple facilities across North America and beyond, offering a wide range of services including customer contact management, IT services, and more. #J-18808-Ljbffr