Director of Labor and Delivery Jobs in Mesilla, New Mexico

Work Life Balance

Call Center Site Director

Mass Markets mesilla, nm

Position Overview MCI is a fast-growing tech-enabled business services company in the USA with a global presence. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across multiple industries. Our contact centers leverage on-site and remote agents to enhance customer journeys, drive scalability, and reduce costs. This is a full-time, onsite position that requires regular attendance at one of our contact center locations, with occasional travel as business needs require. Role Summary We are seeking an experienced Call Center Site Director to lead and oversee all aspects of contact center operations for commercial and public sector clients. This executive role provides strategic direction, operational performance, and development of the site’s leadership team to ensure exceptional service delivery and achievement of client and organizational objectives. You will supervise Operations Managers, Supervisors, and other operational leaders, driving execution of business strategies that promote operational excellence, employee engagement, and continuous improvement. Responsibilities Manage Sales Supervisors and oversee quality, production, and scheduling. Assist with implementation of strategic sales plans aligned with corporate objectives. Manage metrics, performance criteria, policies and procedures to improve call center productivity. Direct sales forecasting and set performance goals. Provide guidelines and best practices to maintain a competitive edge. Develop and maintain strategies to ensure customer satisfaction on all sales transactions. Analyze market conditions and conduct competitive benchmarking; produce performance reports. Motivate and develop the team to maximize sales opportunities; ensure overall performance and productivity of Supervisors. Oversee payroll review and submission to ensure accurate entries. Manage building maintenance and physical security of the facility. Other duties as assigned. Qualifications Must be 18 years of age or older High school diploma or equivalent Experience with data entry and use of a computer; ability to read and speak English fluently Wired, high-speed internet connection (minimum 20 Mbps) Excellent organizational, written, and oral communication skills Typing speed 20+ words per minute Ability to work regularly scheduled shifts, including training period Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) Familiarity with Windows-based applications and ability to learn new systems Reliable with regular attendance and punctuality Ability to troubleshoot and follow up on customer issues; strong problem-solving and negotiation skills Customer service orientation with empathy, responsiveness, and conscientiousness Ability to multi-task, stay focused, and self-manage; strong team orientation Thrives in a fast-paced environment with change and ambiguity Preferred (Not Required) One year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center State or federal work experience Physical Requirements This job operates in a professional office environment. The employee will be largely sedentary and may need to sit/stand for long periods while using a computer and headset. May move about the office to accomplish tasks and lift up to 40 pounds. Conditions of Employment Must be authorized to work in the country where the job is based Background and/or security investigation with a fingerprint may be required; drug screening may be required. Offers are contingent on results. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless undue hardship would result. Contact Human Resources for accommodation requests. Equal Opportunity Employer MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. We do not discriminate on age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, or sexual orientation. Qualified applicants with criminal histories will be considered in accordance with applicable laws and regulations. Note: This description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of duties, responsibilities, or qualifications. The employer may revise this description at any time. This job description does not constitute a contract of employment. #J-18808-Ljbffr

Quick Apply

Call Center Site Director

MCI Mesilla, NM

Call Center Site DirectorMCI 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 seeking an experienced Call Center Site Director to lead and oversee all aspects of contact center operations, supporting commercial and public sector clients. This executive leadership role is responsible for the strategic direction, operational performance, and continued development of the site's leadership team, ensuring exceptional service delivery and achievement of both client and organizational objectives.As the Site Director, you will provide leadership and oversight for Operations Managers, Supervisors, and other operational leaders while driving the execution of business strategies that promote operational excellence, employee engagement, and continuous improvement. You will be responsible for developing and implementing operational strategies, ensuring that performance standards, organizational culture, compliance, and contact center processes are fully aligned with corporate goals and client expectations.The ideal candidate will possess extensive experience leading large-scale contact center operations, with a proven ability to drive business performance, improve operational efficiencies, and build high-performing leadership teams. You should be a strategic thinker with exceptional leadership, communication, and decision-making skills, capable of managing complex client relationships while fostering a culture of accountability, collaboration, and innovation.This role partners closely with executive leadership and key stakeholders to support business growth, enhance client satisfaction, and ensure the successful execution of strategic initiatives. Success in this position requires a high degree of initiative, sound business judgment, and the ability to lead effectively in a fast-paced, results-driven environment.This is a full-time, onsite position that requires regular attendance at one of our contact center locations, with occasional travel as business needs require.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 ResponsibilitiesKey Responsibilities:Manage Sales SupervisorsOversee quality, production, and hours.Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectivesManage metrics, performance criteria, policies and procedures to continuously improve call center productivityDirects sales forecasting activities and sets performance goals and objectives accordinglyReview and provide guidelines and best practices for maintaining competitive edgeDevelop and maintain strategy on ensuring customer satisfaction on all sales transactionsAnalyze and respond to changing market conditions, to include competitive benchmarkingAnalyze trends which includes producing statistical reports on individual performance and sales trendsProvide team motivation and development to maximize sales opportunitiesResponsible for the overall performance and productivity of SupervisorsResponsible for weekly payroll review and submission to ensure correct entriesBuilding management of all building maintenance.Responsible for the physical security of the buildingOther duties and responsibilities as assignedCandidate QualificationsWonder 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:Must be 18 years of age or olderHigh school diploma or equivalentExperience with data-entry utilizing a computerThe ability to read and speak English fluentlyHave a wired, high-speed internet connection (Download speed of 20Mbps+)Excellent organizational, written, and oral communication skillsThe ability to type swiftly and accurately (20+ words a minute)Ability to work regularly scheduled shifts within our hours of operation including the training period.Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applicationsHighly reliable with the ability to maintain regular attendance and punctualityThe ability to evaluate, troubleshoot, and follow-up on customer issuesAn aptitude for conflict resolution, problem solving and negotiationMust be customer service oriented (empathetic, responsive, patient, and conscientious)Ability to multi-task, stay focused, and self-manageStrong team orientation and customer focusThe ability to thrive in a fast-paced environment where change and ambiguity are prevalentExcellent interpersonal skills and the ability to build relationships with your team and customersPreferred (Not Required) One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environmentState or Federal work experiencePhysical RequirementsThis 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 EmploymentAll 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 AccommodationConsistent 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 EmployerAt 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.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,

Dynamic Environment

Call Center Site Director

MCI Careers Mesilla, NM

Job DescriptionJob DescriptionOverviewMCI 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 seeking an experienced Call Center Site Director to lead and oversee all aspects of contact center operations, supporting commercial and public sector clients. This executive leadership role is responsible for the strategic direction, operational performance, and continued development of the site's leadership team, ensuring exceptional service delivery and achievement of both client and organizational objectives.As the Site Director, you will provide leadership and oversight for Operations Managers, Supervisors, and other operational leaders while driving the execution of business strategies that promote operational excellence, employee engagement, and continuous improvement. You will be responsible for developing and implementing operational strategies, ensuring that performance standards, organizational culture, compliance, and contact center processes are fully aligned with corporate goals and client expectations.The ideal candidate will possess extensive experience leading large-scale contact center operations, with a proven ability to drive business performance, improve operational efficiencies, and build high-performing leadership teams. You should be a strategic thinker with exceptional leadership, communication, and decision-making skills, capable of managing complex client relationships while fostering a culture of accountability, collaboration, and innovation.This role partners closely with executive leadership and key stakeholders to support business growth, enhance client satisfaction, and ensure the successful execution of strategic initiatives. Success in this position requires a high degree of initiative, sound business judgment, and the ability to lead effectively in a fast-paced, results-driven environment.This is a full-time, onsite position that requires regular attendance at one of our contact center locations, with occasional travel as business needs require.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.ResponsibilitiesKey Responsibilities:Manage Sales SupervisorsOversee quality, production, and hours.Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectivesManage metrics, performance criteria, policies and procedures to continuously improve call center productivityDirects sales forecasting activities and sets performance goals and objectives accordinglyReview and provide guidelines and best practices for maintaining competitive edgeDevelop and maintain strategy on ensuring customer satisfaction on all sales transactionsAnalyze and respond to changing market conditions, to include competitive benchmarkingAnalyze trends which includes producing statistical reports on individual performance and sales trendsProvide team motivation and development to maximize sales opportunitiesResponsible for the overall performance and productivity of SupervisorsResponsible for weekly payroll review and submission to ensure correct entriesBuilding management of all building maintenance.Responsible for the physical security of the buildingOther duties and responsibilities as assignedQualificationsWONDER 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:Must be 18 years of age or olderHigh school diploma or equivalentExperience with data-entry utilizing a computerThe ability to read and speak English fluentlyHave a wired, high-speed internet connection (Download speed of 20Mbps+)Excellent organizational, written, and oral communication skillsThe ability to type swiftly and accurately (20+ words a minute)Ability to work regularly scheduled shifts within our hours of operation including the training period. Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applicationsHighly reliable with the ability to maintain regular attendance and punctualityThe ability to evaluate, troubleshoot, and follow-up on customer issuesAn aptitude for conflict resolution, problem solving and negotiationMust be customer service oriented (empathetic, responsive, patient, and conscientious)Ability to multi-task, stay focused, and self-manageStrong team orientation and customer focusThe ability to thrive in a fast-paced environment where change and ambiguity are prevalentExcellent interpersonal skills and the ability to build relationships with your team and customersPreferred (Not Required)One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environmentState or Federal work experience

Call Center Customer Service Manager

MCI Careers Mesilla, NM

POSITION OVERVIEWMCI 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 seeking a highly skilled and motivated Call Center Customer Service Manager to lead a team of supervisors and drive performance across our customer service and sales operations. This role is ideal for a dynamic leader who can inspire teams, deliver measurable results, and ensure exceptional service for our clients.The ideal candidate is experienced, organized, people-oriented, and has a strong work ethic. A background in call center operations management is required, with additional experience in customer service, technical support, or back-office operations preferred.This is a full-time, on-site position at one of our physical contact center locations. We offer competitive compensation, performance-based bonuses, comprehensive medical, dental, and vision benefits, paid vacation and holidays, and exciting incentive programs.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 RESPONSIBILITIESWHAT DOES SOMEONE IN THIS ROLE DO?Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account.Key Responsibilities:Lead and manage 5–10 call center supervisors overseeing inbound and outbound teamsCoach and develop supervisors on customer service best practices and performance managementMonitor and improve call center metrics, productivity, and service qualityFoster a culture of accountability, continuous improvement, and excellenceOversee workforce management and set clear performance goalsDevelop strategies to enhance customer satisfaction across all service interactionsMotivate teams to maximize sales opportunities and meet revenue targetsEnsure accurate and timely payroll review and submissionTrack and analyze individual and team performance, addressing both strengths and areas for improvementCommunicate process updates and key messages effectively to supervisorsCollaborate with departments such as Quality Assurance, Training, IT, and RecruitingDesign and audit quality assurance strategies to ensure top-tier service deliveryManage hiring, coaching, and termination processes for call center staffServe as a subject matter expert on client-specific operationsManage remote employees as neededPerform other duties as assignedCANDIDATE QUALIFICATIONSWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?It's about building relationships and turning the knowledge; you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world‑class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.RequiredMust be 18 years or olderHigh school diploma or equivalent2+ years of experience in call center operations managementStrong data entry and computer skillsFluent in English (spoken and written)Wired high‑speed internet connection (20Mbps+ download speed)Excellent organizational, written, and verbal communication skillsTyping speed of 20+ words per minuteAvailability to work scheduled shifts, including during trainingProficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)Ability to learn and navigate complex computer systemsReliable attendance and punctualityStrong conflict resolution, problem‑solving, and negotiation skillsCustomer‑focused mindset: empathetic, responsive, and patientAbility to multitask, self‑manage, and stay focused in a fast‑paced environmentStrong interpersonal skills and team orientationCOMPENSATION DETAILSWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:Paid Time Off: Earn PTO and paid holidays to take the time you need.Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.Retirement Savings: Secure your future with retirement savings programs, where available.Disability Insurance: Short‑term disability coverage is available to help protect you during unexpected challenges.Life Insurance: Access life insurance options to safeguard your loved ones.Supplemental Insurance: Accident and critical illness insuranceCareer Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.Paid Training: Learn new skills while earning a paycheck.Fun, Engaging Work Environment: Enjoy a team‑oriented culture that fosters collaboration and engagement.Casual Dress Code: Be comfortable while you work.Compensation & Benefits that Fit Your LifeMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!PHYSICAL REQUIREMENTSThis 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 EMPLOYMENTAll MCI LocationsMust be authorized to work in the country where the job is based.Subject to the program and location of the positionMust 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 ACCOMMODATIONConsistent 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 EMPLOYERAt 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.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 on 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 an employment contract, and either you or the employer may terminate employment at any time for any reason.#J-18808-Ljbffr

Head of Call Center Operations

Mass Markets mesilla, nm

Mass Markets is seeking an experienced Call Center Site Director to oversee all operations at their New Mexico contact center. In this executive role, you’ll provide strategic direction and ensure service delivery for both commercial and public sector clients. The ideal candidate will manage a leadership team, drive operational excellence, and develop strategies to enhance customer satisfaction. This position requires strong organizational and communication skills along with a proven track record in customer service. #J-18808-Ljbffr

Posted 13 hours ago

Call Center Customer Service Manager

MCI Mesilla, NM

Call Center Customer Service ManagerMCI 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 a highly skilled and motivated Call Center Customer Service Manager to lead a team of supervisors and drive performance across our customer service and sales operations. This role is ideal for a dynamic leader who can inspire teams, deliver measurable results, and ensure exceptional service for our clients.The ideal candidate is experienced, organized, people-oriented, and has a strong work ethic. A background in call center operations management is required, with additional experience in customer service, technical support, or back-office operations preferred.This is a full-time, on-site position at one of our physical contact center locations. We offer competitive compensation, performance-based bonuses, comprehensive medical, dental, and vision benefits, paid vacation and holidays, and exciting incentive programs.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 ResponsibilitiesOperations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account.Key Responsibilities:Lead and manage 510 call center supervisors overseeing inbound and outbound teamsCoach and develop supervisors on customer service best practices and performance managementMonitor and improve call center metrics, productivity, and service qualityFoster a culture of accountability, continuous improvement, and excellenceOversee workforce management and set clear performance goalsDevelop strategies to enhance customer satisfaction across all service interactionsMotivate teams to maximize sales opportunities and meet revenue targetsEnsure accurate and timely payroll review and submissionTrack and analyze individual and team performance, addressing both strengths and areas for improvementCommunicate process updates and key messages effectively to supervisorsCollaborate with departments such as Quality Assurance, Training, IT, and RecruitingDesign and audit quality assurance strategies to ensure top-tier service deliveryManage hiring, coaching, and termination processes for call center staffServe as a subject matter expert on client-specific operationsManage remote employees as neededPerform other duties as assignedCandidate QualificationsIt's about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.RequiredMust be 18 years or olderHigh school diploma or equivalent2+ years of experience in call center operations managementStrong data entry and computer skillsFluent in English (spoken and written)Wired high-speed internet connection (20Mbps+ download speed)Excellent organizational, written, and verbal communication skillsTyping speed of 20+ words per minuteAvailability to work scheduled shifts, including during trainingProficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)Ability to learn and navigate complex computer systemsReliable attendance and punctualityStrong conflict resolution, problem-solving, and negotiation skillsCustomer-focused mindset: empathetic, responsive, and patientAbility to multitask, self-manage, and stay focused in a fast-paced environmentStrong interpersonal skills and team orientationCompensation DetailsAt MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.What You Can Expect from MCI:Paid Time Off: Earn PTO and paid holidays to take the time you need.Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.Retirement Savings: Secure your future with retirement savings programs, where available.Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.Life Insurance: Access life insurance options to safeguard your loved ones.Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.Paid Training: Learn new skills while earning a paycheck.Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.Casual Dress Code: Be comfortable while you work.Compensation & Benefits that Fit Your LifeMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!Physical RequirementsThis 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 EmploymentAll MCI LocationsMust be authorized to work in the country where the job is based.Subject to the program and location of the positionMust 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 AccommodationConsistent 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 EmployerAt 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

Posted 13 hours ago

Experienced Call CenterClient Services Manager

MCI Mesilla, NM

Experienced Client Services ManagerMCI 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 are hiring an Experienced Client Services Manager to manage client relationships, ensure service delivery, and support account growth in our contact center.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 ResponsibilitiesKey Responsibilities:Serve as the primary point of contact for assigned client accounts.Conduct regular business reviews and performance presentations.Monitor service delivery and ensure adherence to SLAs and KPIs.Collaborate with operations, QA, and training teams to resolve issues.Identify opportunities for account growth and service improvement.Manage client onboarding, transitions, and change requests.Track and report on client satisfaction and feedback.Candidate QualificationsWonder 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:3+ years of experience in client services or account management in a BPO.Strong relationship management and communication skills.Ability to analyze data and present insights to clients.Experience managing multiple client accounts.Bachelor's degree in Business, Communications, or a related field.Conditions Of EmploymentAll MCI LocationsMust be authorized to work in the country where the job is based.Subject to the program and location of the positionMust 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. (Does not apply in Canada)Compensation DetailsWant An Employer That Values Your Contribution?At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.What You Can Expect From MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:Paid Time Off: Earn PTO and paid holidays to take the time you need.Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.Retirement Savings: Secure your future with retirement savings programs, where available.Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.Life Insurance: Access life insurance options to safeguard your loved ones.Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.Paid Training: Learn new skills while earning a paycheck.Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.Casual Dress Code: Be comfortable while you work.Compensation & Benefits That Fit Your LifeMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!Physical RequirementsThis 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.Reasonable AccommodationConsistent 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.Diversity And EqualityAt 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

Call Center Customer Service Manager

MCI Careers Mesilla, NM

Job DescriptionJob DescriptionOverviewMCI 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 seeking a highly skilled and motivated Call Center Customer Service Manager to lead a team of supervisors and drive performance across our customer service and sales operations. This role is ideal for a dynamic leader who can inspire teams, deliver measurable results, and ensure exceptional service for our clients.The ideal candidate is experienced, organized, people-oriented, and has a strong work ethic. A background in call center operations management is required, with additional experience in customer service, technical support, or back-office operations preferred.This is a full-time, on-site position at one of our physical contact center locations. We offer competitive compensation, performance-based bonuses, comprehensive medical, dental, and vision benefits, paid vacation and holidays, and exciting incentive programs.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.ResponsibilitiesWHAT DOES SOMEONE IN THIS ROLE DO?Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account. Key Responsibilities:Lead and manage 5–10 call center supervisors overseeing inbound and outbound teamsCoach and develop supervisors on customer service best practices and performance managementMonitor and improve call center metrics, productivity, and service qualityFoster a culture of accountability, continuous improvement, and excellenceOversee workforce management and set clear performance goalsDevelop strategies to enhance customer satisfaction across all service interactionsMotivate teams to maximize sales opportunities and meet revenue targetsEnsure accurate and timely payroll review and submissionTrack and analyze individual and team performance, addressing both strengths and areas for improvementCommunicate process updates and key messages effectively to supervisorsCollaborate with departments such as Quality Assurance, Training, IT, and RecruitingDesign and audit quality assurance strategies to ensure top-tier service deliveryManage hiring, coaching, and termination processes for call center staffServe as a subject matter expert on client-specific operationsManage remote employees as neededPerform other duties as assignedQualificationsWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?It's about building relationships and turning the knowledge; you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated. RequiredMust be 18 years or olderHigh school diploma or equivalent2+ years of experience in call center operations managementStrong data entry and computer skillsFluent in English (spoken and written)Wired high-speed internet connection (20Mbps+ download speed)Excellent organizational, written, and verbal communication skillsTyping speed of 20+ words per minuteAvailability to work scheduled shifts, including during trainingProficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)Ability to learn and navigate complex computer systemsReliable attendance and punctualityStrong conflict resolution, problem-solving, and negotiation skillsCustomer-focused mindset: empathetic, responsive, and patientAbility to multitask, self-manage, and stay focused in a fast-paced environmentStrong interpersonal skills and team orientation

Call Center Customer Service Manager

MCI Careers Mesilla, NM

POSITION OVERVIEWMCI 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 seeking a highly skilled and motivatedCall Center Customer Service Managerto lead a team of supervisors and drive performance across our customer service and sales operations. This role is ideal for a dynamic leader who can inspire teams, deliver measurable results, and ensure exceptional service for our clients.The ideal candidate is experienced, organized, people-oriented, and has a strong work ethic. A background in call center operations management is required, with additional experience in customer service, technical support, or back-office operations preferred.This is a full-time, on-site position at one of our physical contact center locations. We offer competitive compensation, performance-based bonuses, comprehensive medical, dental, and vision benefits, paid vacation and holidays, and exciting incentive programs.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 RESPONSIBILITIESWHAT DOES SOMEONE IN THIS ROLE DO?Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account.Key Responsibilities:Lead and manage 5–10 call center supervisors overseeing inbound and outbound teamsCoach and develop supervisors on customer service best practices and performance managementMonitor and improve call center metrics, productivity, and service qualityFoster a culture of accountability, continuous improvement, and excellenceOversee workforce management and set clear performance goalsDevelop strategies to enhance customer satisfaction across all service interactionsMotivate teams to maximize sales opportunities and meet revenue targetsEnsure accurate and timely payroll review and submissionTrack and analyze individual and team performance, addressing both strengths and areas for improvementCommunicate process updates and key messages effectively to supervisorsCollaborate with departments such as Quality Assurance, Training, IT, and RecruitingDesign and audit quality assurance strategies to ensure top-tier service deliveryManage hiring, coaching, and termination processes for call center staffServe as a subject matter expert on client-specific operationsManage remote employees as neededPerform other duties as assignedCANDIDATE QUALIFICATIONSWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?It's about building relationships and turning the knowledge; you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world‑class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.RequiredMust be 18 years or olderHigh school diploma or equivalent2+ years of experience in call center operations managementStrong data entry and computer skillsFluent in English (spoken and written)Wired high‑speed internet connection (20Mbps+ download speed)Excellent organizational, written, and verbal communication skillsTyping speed of 20+ words per minuteAvailability to work scheduled shifts, including during trainingProficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)Ability to learn and navigate complex computer systemsReliable attendance and punctualityStrong conflict resolution, problem‑solving, and negotiation skillsCustomer‑focused mindset: empathetic, responsive, and patientAbility to multitask, self‑manage, and stay focused in a fast‑paced environmentStrong interpersonal skills and team orientationCOMPENSATION DETAILSWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:Paid Time Off:Earn PTO and paid holidays to take the time you need.Incentives & Rewards:Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!Health Benefits:Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.Retirement Savings:Secure your future with retirement savings programs, where available.Disability Insurance:Short‑term disability coverage is available to help protect you during unexpected challenges.Life Insurance:Access life insurance options to safeguard your loved ones.Supplemental Insurance:Accident and critical illness insuranceCareer Growth:With a focus on internal promotions, employees enjoy significant advancement opportunities.Paid Training:Learn new skills while earning a paycheck.Fun, Engaging Work Environment:Enjoy a team‑oriented culture that fosters collaboration and engagement.Casual Dress Code:Be comfortable while you work.Compensation & Benefits that Fit Your LifeMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!PHYSICAL REQUIREMENTSThis 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 EMPLOYMENTAll MCI LocationsMust be authorized to work in the country where the job is based.Subject to the program and location of the positionMust 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 ACCOMMODATIONConsistent 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 EMPLOYERAt 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.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 on 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 an employment contract, and either you or the employer may terminate employment at any time for any reason.#J-18808-Ljbffr

Posted 13 hours ago

Call Center Client Account Manager II

MCI Mesilla, NM

Call Center Client Account Manager IIMCI 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.Looking to add an experienced Call Center Client Account Manager II to support complex business process outsourcing accounts. This role will oversee enterprise and public sector client relationships and service delivery.This is a senior-level position requiring experience in account management of contact center clients. Experience in both contact center operations and client services or account management is preferred. Candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic.This is a full-time position and requires the employee to report to the office and travel up to 20% of their time.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 ResponsibilitiesKey Responsibilities:Develop a detailed understanding of client products and servicesProcess design and implementationClient scorecards and business reviewsOngoing continuous improvementIssue identification and resolutionProject management of new launches and initiativesProgram efficiency and financial performanceCandidate QualificationsWonder if you are a good fit for this position?It's about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.RequiredMust be 18 years of age or olderHigh school diploma or equivalentExperience with data-entry utilizing a computerThe ability to read and speak English fluentlyHave a wired, high-speed internet connection (Download speed of 20Mbps+)Excellent organizational, written, and oral communication skillsThe ability to type swiftly and accurately (20+ words a minute)Ability to work regularly scheduled shifts within our hours of operation including the training period.Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applicationsHighly reliable with the ability to maintain regular attendance and punctualityThe ability to evaluate, troubleshoot, and follow-up on customer issuesAn aptitude for conflict resolution, problem solving and negotiationMust be customer service oriented (empathetic, responsive, patient, and conscientious)Ability to multi-task, stay focused, and self-manageStrong team orientation and customer focusThe ability to thrive in a fast-paced environment where change and ambiguity are prevalentExcellent interpersonal skills and the ability to build relationships with your team and customersPreferred (Not Required)One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environmentState or Federal work experienceCompensation DetailsWant an employer that values your contribution?At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:Paid Time Off: Earn PTO and paid holidays to take the time you need.Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.Retirement Savings: Secure your future with retirement savings programs, where available.Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.Life Insurance: Access life insurance options to safeguard your loved ones.Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.Paid Training: Learn new skills while earning a paycheck.Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.Casual Dress Code: Be comfortable while you work.Compensation & Benefits that Fit Your LifeMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!Physical RequirementsThis 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 EmploymentAll MCI LocationsMust be authorized to work in the country where the job is based.Subject to the program and location of the positionMust 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 AccommodationConsistent 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 EmployerAt 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,

Call Center Customer Service Manager

MCI Mesilla, NM

Call Center Customer Service ManagerMCI 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 seeking a highly skilled and motivated Call Center Customer Service Manager to lead a team of supervisors and drive performance across our customer service and sales operations. This role is ideal for a dynamic leader who can inspire teams, deliver measurable results, and ensure exceptional service for our clients.The ideal candidate is experienced, organized, people-oriented, and has a strong work ethic. A background in call center operations management is required, with additional experience in customer service, technical support, or back-office operations preferred.This is a full-time, on-site position at one of our physical contact center locations. We offer competitive compensation, performance-based bonuses, comprehensive medical, dental, and vision benefits, paid vacation and holidays, and exciting incentive programs.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 ResponsibilitiesOperations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account.Key Responsibilities:Lead and manage 510 call center supervisors overseeing inbound and outbound teamsCoach and develop supervisors on customer service best practices and performance managementMonitor and improve call center metrics, productivity, and service qualityFoster a culture of accountability, continuous improvement, and excellenceOversee workforce management and set clear performance goalsDevelop strategies to enhance customer satisfaction across all service interactionsMotivate teams to maximize sales opportunities and meet revenue targetsEnsure accurate and timely payroll review and submissionTrack and analyze individual and team performance, addressing both strengths and areas for improvementCommunicate process updates and key messages effectively to supervisorsCollaborate with departments such as Quality Assurance, Training, IT, and RecruitingDesign and audit quality assurance strategies to ensure top-tier service deliveryManage hiring, coaching, and termination processes for call center staffServe as a subject matter expert on client-specific operationsManage remote employees as neededPerform other duties as assignedCandidate QualificationsIt's about building relationships and turning the knowledge; you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.Required:Must be 18 years or olderHigh school diploma or equivalent2+ years of experience in call center operations managementStrong data entry and computer skillsFluent in English (spoken and written)Wired high-speed internet connection (20Mbps+ download speed)Excellent organizational, written, and verbal communication skillsTyping speed of 20+ words per minuteAvailability to work scheduled shifts, including during trainingProficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)Ability to learn and navigate complex computer systemsReliable attendance and punctualityStrong conflict resolution, problem-solving, and negotiation skillsCustomer-focused mindset: empathetic, responsive, and patientAbility to multitask, self-manage, and stay focused in a fast-paced environmentStrong interpersonal skills and team orientationCompensation DetailsAt MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.What You Can Expect from MCI:Paid Time Off: Earn PTO and paid holidays to take the time you need.Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.Retirement Savings: Secure your future with retirement savings programs, where available.Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.Life Insurance: Access life insurance options to safeguard your loved ones.Supplemental Insurance: Accident and critical illness insuranceCareer Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.Paid Training: Learn new skills while earning a paycheck.Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.Casual Dress Code: Be comfortable while you work.MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!Physical RequirementsThis 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 EmploymentAll MCI LocationsMust be authorized to work in the country where the job is based.Subject to the program and location of the positionMust 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 AccommodationConsistent 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 EmployerAt 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

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