LOCATION Sydney, NS POSITION OVERVIEW We are looking for an Experienced Call Center Manager to oversee operations, drive performance, and ensure client satisfaction in a high‑volume environment. The role will manage daily operations of the contact center, meet KPIs and SLAs, mentor staff, analyze performance data, collaborate with clients, manage workforce planning, and drive employee engagement. POSITION 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. CANDIDATE 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. CONDITIONS OF EMPLOYMENT 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) COMPENSATION AND BENEFITS Starting compensation is based on experience, and a variety of benefits and incentives are offered to support and reward team members. Employees enjoy paid time off, health benefits, life insurance, supplemental insurance, career growth opportunities, paid training, a fun and engaging work environment, casual dress code, and competitive compensation. PHYSICAL REQUIREMENTS This job operates in a professional office environment. Employees will be largely sedentary, required to sit/stand for long periods while using a computer and phone headset, and may occasionally need to move around the office, reach in any direction, and lift up to 40 pounds. REASONABLE ACCOMMODATION Consistent with the ADA, MCI provides reasonable accommodations upon request unless undue hardship occurs. DIVERSITY AND EQUALITY MCI maintains a work environment free from discrimination and is committed to diversity and equal opportunity in all aspects of employment. #J-18808-Ljbffr