Senior Operations Manager BPO

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.

POSITION RESPONSIBILITIES

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.

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:

• Grade 12
• 3+ years of experience as a senior manager in a BPO environment
• Proven track record of managing large teams and delivering results in high-pressure environments
• Strong leadership and people management skills with the ability to inspire and motivate large teams.
• Excellent communication and client management skills; ability to manage relationships with multiple stakeholders.
• Strong analytical and problem-solving skills; ability to make data-driven decisions.
• In-depth understanding of BPO operations, including SLAs, KPIs, process improvement, and workforce management.
• Financial acumen, including budget management, forecasting, and cost control.
• Ability to manage multiple projects and prioritize tasks in a fast-paced environment.
• Familiarity with CRM systems, workforce management tools, and other relevant technologies.
• Six Sigma, Lean, PMP, or other relevant certifications are an advantage.
• High attention to detail and strong organizational skills.
• Ability to thrive in a dynamic, fast-paced, and evolving industry.
• Proactive, solution-oriented mindset.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

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.

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.

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.