Director of Call Center Operations

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.  

We are seeking an experienced and strategic Director of Call Center Operations to lead the performance, governance, and operational oversight of our contact center partners. This role is responsible for ensuring exceptional service delivery across outsourced and/or captive contact center operations while driving performance, accountability, and continuous improvement.

The successful candidate will serve as a key leader responsible for managing strategic partner relationships, optimizing operational performance, and ensuring alignment between business objectives, customer experience goals, and partner execution. This individual will work closely with executive leadership, internal operational teams, and external partners to deliver scalable, high-performing contact center solutions.

The ideal candidate brings a strong background in contact center operations, partner management, service delivery, and operational leadership, with experience overseeing complex customer support environments across multiple locations, partners, or lines of business.

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.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Lead the overall strategy, governance, and operational performance of contact center partners.
• Develop and maintain executive-level relationships with partner leadership teams to drive accountability, collaboration, and long-term success.
• Establish and manage performance frameworks to ensure partners consistently achieve service levels, quality standards, customer experience goals, and business objectives.
• Conduct regular business reviews, operational reviews, and performance assessments with partners and internal stakeholders.
• Drive continuous improvement initiatives focused on operational efficiency, customer satisfaction, quality, productivity, and cost optimization.
• Partner with internal Operations, Workforce Management, Quality Assurance, Training, Technology, Finance, and Client Services teams to ensure alignment and execution of strategic priorities.
• Monitor operational trends, identify risks and performance gaps, and implement corrective action plans where necessary.
• Lead governance processes, escalation management, and issue resolution to ensure seamless service delivery.
• Support partner selection, onboarding, expansion, and transition initiatives as required.
• Evaluate operational and financial performance, providing insights and recommendations to senior leadership.
• Ensure compliance with contractual obligations, regulatory requirements, company policies, and security standards.
• Develop reporting frameworks and performance dashboards to provide visibility into partner performance and business outcomes.
• Lead and mentor team members responsible for partner management and operational oversight.
• Collaborate with executive leadership on long-term operational strategies and customer experience initiatives.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Bachelor's degree in Business Administration, Operations Management, Communications, Finance, or a related field.
• 8+ years of progressive leadership experience within contact center operations, customer experience, business process outsourcing (BPO), service delivery, or vendor management environments.
• Proven experience managing outsourced contact center partners, captive contact center operations, or a combination of both.
• Strong experience overseeing customer service, sales, technical support, back-office, or collections operations.
• Demonstrated success managing large-scale, multi-site, multi-client, or multi-partner contact center environments.
• Strong understanding of contact center performance metrics, including Service Level, Average Handle Time (AHT), Quality, Customer Satisfaction (CSAT), Net Promoter Score (NPS), Productivity, and Workforce Management principles.
• Experience developing and managing partner governance frameworks, performance management programs, and operational review processes.
• Strong commercial and business acumen with experience managing operational budgets, performance targets, and strategic business objectives.
• Familiarity with contact center technologies, CRM platforms, workforce management systems, reporting tools, and operational analytics.
• Proven ability to influence and collaborate with senior stakeholders, both internally and externally.
• Strong analytical, problem-solving, negotiation, and decision-making skills.
• Excellent communication and presentation skills, with the ability to engage effectively at all levels of an organization.
• Experience leading operational improvement, transformation, or optimization initiatives.

Preferred Qualifications

• Experience overseeing global or multinational contact center operations.
• Experience managing multiple contact center partners across different regions or geographies.
• Experience leading vendor selection, RFP processes, contract negotiations, and commercial management activities.
• Lean Six Sigma, COPC, PMP, or other operational excellence certifications.
• Experience supporting enterprise-scale clients or highly complex service delivery environments.
• Experience leading large-scale operational transformation, outsourcing, or business process improvement initiatives.

What Success Looks Like

• Contact center partners consistently meet or exceed operational, financial, and customer experience targets.
• Strong governance frameworks provide clear visibility into performance, risks, and opportunities.
• Effective partnerships built on accountability, collaboration, and continuous improvement.
• Operational efficiencies and customer outcomes improve through data-driven decision-making and strategic leadership.
• Scalable, high-performing service delivery models support business growth and evolving customer needs.
• Strong alignment between internal stakeholders and external partners, resulting in consistent execution and service excellence.

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

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• 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. (Does not apply in Canada)

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to 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.

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 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.