Experienced Call Center Manager

Sydney, NSW

MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, operating call centers and providing Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) solutions worldwide. We focus on high‑volume environments that require strong operational oversight and client‑centric delivery.

We are looking for an

Experienced Call Center Manager

to oversee daily operations, drive performance, and ensure client satisfaction. To be considered, complete a full application on our careers page, including all screening questions and a brief pre‑employment test.

Key Responsibilities

Oversee daily operations of the contact center, ensuring KPIs and SLAs are consistently met.

Lead and mentor supervisors, team leads, and support staff.

Analyze performance data and implement strategies for improvement.

Collaborate with clients to align on goals, expectations, and service delivery.

Manage workforce planning, scheduling, and resource allocation.

Drive employee engagement, retention, and professional development.

Ensure compliance with company policies and client requirements.

Qualifications

Bachelor’s degree in business, operations, or a related field.

5+ years of experience in a contact center, with at least 2 years in a management role.

Strong leadership, analytical, and communication skills.

Proficiency in contact center tools, CRM systems, and reporting platforms.

Experience managing multiple teams or campaigns.

Location & Eligibility

Must be authorized to work in the country where the job is based.

Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on investigation results.

Must be willing to submit to drug screening. Job offers are contingent on screening results (not applicable in Canada).

Benefits & Compensation

Competitive base salary based on experience.

Paid Time Off (PTO) and paid holidays.

Health benefits, including supplemental coverage through Blue Cross.

Life insurance options.

Accident and critical‑illness insurance.

Career growth and internal promotion opportunities.

Paid training and skill‑development programs.

Fun, engaging work environment with casual dress code.

Consistent with the Americans with Disabilities Act (ADA), MCI is committed to providing reasonable accommodations for qualified applicants or employees with disabilities unless it would cause undue hardship. Contact Human Resources for accommodation requests.

At MCI, we embrace diversity and are an equal‑opportunity employer. We do not discriminate 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, veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws and regulations.

We welcome applications from individuals who share our commitment to inclusion and excellence.

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