Experienced Call Center Manager

Job overview

The Experienced Call Center Manager role is onsite in Tampa, FL. Compensation is not specified. The manager supports MCI’s contact center operations, which deliver customer experience, business process outsourcing, and cloud technology services. The role exists to oversee daily contact center performance and client service in a high-volume environment. It leads supervisors and support staff, uses performance data to guide improvements, and coordinates staffing and service delivery against client expectations.

What you'll do

• Oversee daily contact center operations and KPI and SLA performance
• lead and mentor supervisors, team leads, and support staff
• analyze performance data and implement improvements
• collaborate with clients
• manage workforce planning, scheduling, and resource allocation
• support engagement, retention, and development
• ensure compliance with company policies and client requirements.

What we're looking for

Skills & competencies

call center manager

contact center operations

team leadership

kpi management

sla management

workforce planning

client service

performance analysis

tampa fl

mci careers

Work arrangement

• Weekend coverage required

Why this role

Leads contact center operations in a high-volume environment.

About the employer

MCI Careers is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.