Contact Center Manager (Edwardsville)

Sydney, NS About MCI MCI 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. Contact Center Manager You are a strategic and results‑oriented leader responsible for overseeing the daily operations of our BPO contact center. This leadership role is responsible for ensuring service excellence, operational efficiency, and client satisfaction across multiple campaigns. If you’re a strong leader with a passion for people and performance, we’d love to hear from you. Key Responsibilities - Manage overall contact center operations, including staffing, performance, and service delivery. - Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs. - Collaborate with clients to understand business needs and ensure alignment with service goals. - Analyze operational data and implement strategies to improve efficiency and customer satisfaction. - Drive continuous improvement initiatives across training, quality, and workforce management. - Ensure compliance with company policies, client requirements, and regulatory standards. - Prepare and present performance reports to senior leadership and clients. Qualifications - Bachelor’s degree in Business, Operations, or a related field (preferred). - 3+ years of experience in a contact center leadership role, preferably in a BPO environment. - Proven ability to manage large teams and complex operations. - Strong understanding of contact center metrics, tools, and technologies. - Excellent leadership, communication, and problem‑solving skills. - Experience working with international clients is a plus. Locations & Candidate Requirements - 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 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) Work Environment 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. Americans with Disabilities Act 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 Employment Opportunity MCI embraces differences and believes 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. 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. What You Can Expect from MCI - Paid Time Off – Earn PTO and paid holidays to take the time you need. - Health Benefits – Full‑time employees are eligible for supplemental health coverage through Blue Cross. - Life Insurance – Access life insurance options to safeguard your loved ones. - Supplemental Insurance – Accident and critical illness insurance. - 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 Workplace – Enjoy a team‑oriented culture that fosters collaboration and engagement. - Casual Dress Code – Be comfortable while you work. Compensation & Benefits That Fit Your Life 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. Apply on Kit Job: kitjob.ca/job/2pse7g