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Call Center Director in Wichita, Ks

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Call Center Director

Mass Markets Wichita, KS (Onsite) Full-Time
Derived Salary: $60000 - $70000/Year
POSITION OVERVIEW

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.

The Director is responsible for the management and development of supervisors and all other operational management associated with day-to-day contact center operations. The Associate Director is responsible for the development and implementation of all operational strategies that ensure performance, culture, and overarching contact center controls and processes are aligned with corporate and client objectives. This role works closely with corporate leadership and requires a high degree of initiative, sound judgment, and leadership.



SALARY

$60,000 - $70,000 / year



POSITION RESPONSIBILITIES

Key Responsibilities:

  • Manage Sales Supervisors
  • Oversee quality, production, and hours.
  • Assist with the implementation of strategic sales plans, ensuring alignment with corporate objectives
  • Manage metrics, performance criteria, policies, and procedures to continuously improve call center productivity
  • Direct sales forecasting activities and set performance goals and objectives accordingly
  • Review and provide guidelines and best practices for maintaining a competitive edge
  • Develop and maintain strategy to ensure customer satisfaction on all sales transactions
  • Analyze and respond to changing market conditions, including competitive benchmarking
  • Analyze trends and produce statistical reports on individual performance and sales trends
  • Provide team motivation and development to maximize sales opportunities
  • Responsible for the overall performance and productivity of Supervisors
  • Responsible for weekly payroll review and submission to ensure correct entries
  • Manage all building maintenance.
  • Responsible for the physical security of the building
  • Other duties and responsibilities as assigned


CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

The ideal candidate for this role would share and understand the high growth objectives of Mass Markets. This position requires advanced leadership, creative thinking, and dedication to people. The ability to professionally represent Mass Markets internally and client-facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute departmental initiatives.

  • Associate’s degree and/or relevant work experience
  • Exceptional interpersonal & communication skills
  • Strong supervisory experience including staff development
  • Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
  • Demonstrated ability to drive sales through the actions of others
  • Understanding of call center tools and technology used to manage KPIs and SLAs
  • Effective conflict resolution skills (both customer and agent conflict)
  • Time management, planning, organizational and multi-tasking skills
  • Ability to learn new products and systems
  • Ability to work in a professional fast-paced environment


COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly, and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TVs, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90 days of employment, all employees are eligible to opt for our MEC medical plan after only 30 days of employment. Benefits options and plans vary slightly by location.

JUST A FEW OF THE BENEFITS

  • Medical, Dental, and Vision Coverage Options
  • Paid Time-Off
  • Regular Raises
  • Work-at-Home Opportunities
  • Advancement Opportunity
  • Fun, Engaging Work Environment
  • Casual Dress Code
  • Cash and Prize Contests


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 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 benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible 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 qualified applicants with criminal histories for employment 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, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.


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Recommended Skills

  • Business Process Outsourcing
  • Call Centers
  • Communication
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  • Conflict Resolution
  • Creativity

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