Operations Supervisor - Flood Relief Call Center

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 looking for an Operations Supervisor to lead and manage the team supporting the Flood Support project. This role is crucial for maintaining efficient day-to-day operations and achieving outstanding performance results. Fluency in both English and Spanish is highly preferred, as this will enable effective communication with a diverse range of stakeholders and ensure seamless support for affected communities.

This position involves working on a U.S. Federal Contract, and strict compliance with federal guidelines and protocols is mandatory. Candidates must demonstrate the ability to perform duties with precision and maintain confidentiality at all times. Candidates must pass a Level 2 fingerprint background check.

Work Schedule:

• Hours of Operation: 7:00 AM to 7:00 PM CST

• Shift Pattern:

  • 7:00 AM to 4:00 PM CST

  • 10:00 AM to 7:00 PM CST

• Flexibility to work assigned shifts is required.

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

Key Responsibilities:

• Direct and oversee all aspects of daily operations for the Flood Support project to ensure seamless execution and efficiency.
• Drive team performance by setting clear goals, monitoring progress, and fostering a high-productivity environment aligned with organizational objectives.
• Manage staff attendance, create and adjust schedules, and oversee shift management to optimize workforce deployment.
• Proactively address performance concerns, provide constructive feedback, and implement corrective actions, including terminations when required.
• Serve as the primary communication link between team members and stakeholders to ensure project objectives and expectations are met.
• Uphold compliance with company policies, industry standards, and relevant regulatory requirements.
• Identify opportunities for process improvements and implement strategies to enhance operational efficiency.
• Provide coaching and mentorship to team members to support professional growth and skill development.
• Monitor and report key performance indicators (KPIs) to assess team effectiveness and project success.
• Collaborate with other departments to ensure resource availability and alignment with organizational goals.

• Perform additional tasks as assigned to support project needs and organizational objectives.

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:

• Proven experience in a contact center environment.
• Demonstrated supervisory experience with a track record of effective team leadership.
• Familiarity with Federal and State Local Education Departments (Fed/SLED) processes is a plus.
• Fluency in both English and Spanish
• Strong organizational and problem-solving skills.
• Ability to manage multiple responsibilities in a fast-paced environment.
• Excellent interpersonal and communication skills to effectively lead and engage team members.
• Proficiency in using contact center software and analytics tools to drive performance.
• Ability to handle conflict resolution and foster a positive work environment.
• Adaptability to evolving project needs and the ability to implement changes effectively.
• Strong time management skills to prioritize tasks and meet deadlines.
• Commitment to continuous learning and development to enhance supervisory capabilities.