Director of Operations

Company: MCI Military Recruitment
Location: Portland
Posted on: March 31, 2025

Job Description:

POSITION OVERVIEWMCI 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 experienced and strategic Director of Operations to oversee and enhance client relationships, operational efficiency, and service delivery within our organization. The ideal candidate will be a results-driven leader with extensive experience in BPO operations management, strong problem-solving abilities, and a commitment to customer satisfaction. This role requires a proactive approach to strategic planning, team leadership, and performance optimization.POSITION RESPONSIBILITIESKey Responsibilities:

• Build and maintain strong relationships with clients to understand their needs and ensure expectations are met.
• Develop and implement strategies to enhance client satisfaction and operational efficiency.
• Establish and monitor key performance indicators (KPIs) to track and improve service delivery.
• Oversee the daily operations of the call center to ensure smooth workflow and optimal client services.
• Ensure all operations comply with organizational policies and industry regulations.
• Identify and implement process enhancements to improve efficiency and service quality.
• Lead and mentor a team of managers, supervisors, and call center agents to ensure high performance.
• Ensure staff receive ongoing training and development to maintain performance excellence.
• Foster a positive work environment and promote high levels of employee engagement and morale.
• Work closely with clients to understand their needs and ensure their expectations are met.
• Maintain effective communication with stakeholders to keep them informed of operational performance and initiatives.
• Manage escalated issues and provide effective solutions to ensure customer satisfaction.
• Develop and implement crisis management plans to handle emergencies and minimize disruptions.STANDARD 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:
  • Associate's or Bachelor's degree in Business Administration, Operations Management, or a related field.
  • At least 5 years of experience in operations management, preferably within a BPO environment.
  • Proven experience in leading and managing teams in a dynamic, high-performance setting.
  • Strong understanding of BPO industry standards and best practices.
  • Expertise in operational management principles and efficiency optimization.
  • Deep understanding of customer service principles and best practices.
  • Excellent verbal and written communication skills.
  • Strong problem-solving and decision-making skills.
  • Ability to work effectively as part of a team and manage interpersonal relationships.
  • Demonstrated leadership skills, including the ability to motivate and mentor staff.
  • Ability to adapt to changing environments and manage change effectively.CONDITIONSAll 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. (Does not apply in Canada)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.COMPENSATION, BENEFITS, INCENTIVES, AND REWARDSWANT 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 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!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.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.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.DISCLAIMERThe 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 upon 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 a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
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Keywords: MCI Military Recruitment, Portland , Director of Operations, Executive , Portland, Oregon