Experienced Call Center Manager

Location: Sydney, NS

MCI is looking for an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high-volume environment.

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.

Key Responsibilities

• Oversee daily operations of the contact center, ensuring KPIs and SLAs are consistently met.
• Lead and mentor supervisors, team leads, and support staff.
• Analyze performance data and implement strategies for improvement.
• Collaborate with clients to align on goals, expectations, and service delivery.
• Manage workforce planning, scheduling, and resource allocation.
• Drive employee engagement, retention, and professional development.
• Ensure compliance with company policies and client requirements.

Qualific...