Senior Operations Manager BPO

at  MCI Careers

POSITION OVERVIEW:

Job Title: Senior Operations Manager BPO
Job Type: Full - Time
Location: Onsite, Pinelands
Hours: US hours
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 Senior Operations Manager who will be responsible for overseeing the daily operations of the BPO unit, ensuring service delivery, performance, and operational excellence. This role involves managing a large team, optimizing processes, driving results, and maintaining high levels of client satisfaction. The ideal candidate will have strong leadership skills, a deep understanding of the BPO industry, and experience in managing high-volume operations across multiple geographies.
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.

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.

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 ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.
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 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: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.
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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

KEY RESPONSIBILITIES:

• Lead, mentor, and develop a team of Operations Managers, Team Leaders, and Customer Service Representatives.
• Set clear goals and performance metrics for the operations team and ensure alignment with overall company objectives.
• Foster a culture of continuous improvement, accountability, and high performance.
• Oversee the execution of day-to-day operations to ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met or exceeded.
• Act as the primary point of contact for clients, managing relationships, addressing concerns, and ensuring customer satisfaction.
• Collaborate with clients to understand their needs and provide customized solutions that drive value.
• Continuously analyze and improve processes, workflows, and technology utilization to enhance productivity, efficiency, and quality.
• Implement best practices and standard operating procedures to ensure consistency and scalability.
• Lead the development and execution of strategies that reduce operational costs while maintaining service quality.
• Develop and manage the operational budget, ensuring cost-effectiveness without compromising quality.
• Monitor financial performance, identify areas for cost-saving opportunities, and present financial reports to senior management.
• Collaborate with the finance department to ensure accurate forecasting and billing.
• Track and report on key performance metrics, identifying trends and recommending corrective actions when necessary.
• Conduct regular performance reviews for team members and provide feedback and guidance for career development.
• Implement initiatives to boost employee engagement, reduce attrition, and improve overall team morale.
• Ensure compliance with industry regulations, client requirements, and internal policies.
• Identify and mitigate operational risks, including business continuity planning, data security, and legal compliance.
• Stay updated with changes in the BPO industry and adopt measures to remain competitive and compliant.
• Work closely with the executive team to develop long-term strategies for the BPO unit.
• Identify growth opportunities and contribute to business development initiatives.
• Drive innovation through the adoption of new technologies and process improvements.