Call Center Site Director

Position Overview 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. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading 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 in the organization’s shape, direction and growth. 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. Responsibilities Managing Sales Supervisors Overseeing quality, production, and hours Assisting with implementation of strategic sales plans, ensuring alignment with corporate objectives Managing metrics, performance criteria, policies and procedures to continuously improve call center productivity Directing sales forecasting activities and setting performance goals and objectives Reviewing guidelines and best practices for maintaining competitive edge Developing and maintaining strategy to ensure customer satisfaction on all sales transactions Analyzing and responding to changing market conditions, including competitive benchmarking Analyzing trends and producing statistical reports on individual performance and sales trends Providing team motivation and development to maximize sales opportunities Being responsible for the overall performance and productivity of Supervisors Overseeing weekly payroll review and submission to ensure correct entries Building management of all building maintenance and physical security Performing other duties and responsibilities as assigned Candidate Qualifications Associate’s degree and/or relevant work experience Exceptional interpersonal and 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 Effective conflict resolution skills (customer and agent) Time management, planning, organizational and multi-tasking skills Ability to learn new products and systems Ability to work in a professional fast-paced environment Conditions of Employment All MCI Locations – Must be authorized to work in the country where the job is based Subject to program and location of the position – Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint (offers contingent on results) Must be willing to submit to drug screening (offers contingent on results) Compensation Details WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? 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 We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy: HMO Coverage plus a dependent Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage Dental Coverage In-house dental assistance worth ₱5,000 Free meals during training Career growth and learning 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 Networking and social opportunities with colleagues Plus, more in-office rewards, raffles, recognition gifts, and treats Physical Requirements This job operates in a professional office environment. The employee will be largely sedentary and may sit/stand for long periods while using a computer and headset. The employee will regularly operate a computer and office equipment, including a phone, copier, and printer. Occasional movement around the office may be required, including lifting up to 40 pounds. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. If reasonable accommodations are needed, please contact Human Resources. Diversity and Equality At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based on merit and qualifications. We maintain a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible 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, disability, political affiliation, protected veteran status, race, religion, sex, or any other characteristic protected by law. MCI will consider qualified applicants with criminal histories in compliance with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. 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 hosting, software, staff, and services. In 2019, MCI was named by Inc. Magazine as Iowa’s Fastest Growing Company and has grown to 10,000+ employees with 150+ client partners across North America and globally. MCI now operates multiple brands and subsidiaries in various locations. Disclaimer The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. You may be asked to perform other duties. The employer reserves the right to revise this job description at any time. This job description is not an employment contract, and either party may terminate employment at any time for any reason. #J-18808-Ljbffr