Call Center Customer Service Manager

OneMCI is hiring a Call Center Customer Service Manager to lead frontline support teams and elevate the customer experience at our Schulte, Sedgwick County operation. If you thrive on coaching people, sharpening processes, and turning service metrics into results, this full-time leadership role belongs on your shortlist.

About the Role

As a Call Center Customer Service Manager at OneMCI, you will own the day-to-day performance of a busy contact center floor in Schulte, Sedgwick County. You'll guide agents and supervisors, safeguard service quality, and keep delivery aligned with the standards our clients expect across the customer experience and business process outsourcing programs we support. This is an on-site, full-time position.

Key Responsibilities

• Direct and develop a team of customer service representatives and team leads, setting clear goals and expectations.
• Track call center KPIs such as quality, productivity, and customer satisfaction, then act on what the numbers reveal.
• Coach, mentor, and provide ongoing feedback to strengthen agent skills and engagement.
• Resolve escalated customer concerns with professionalism and sound judgment.
• Refine workflows and scripting to improve efficiency and the overall service experience.
• Partner with workforce planning, training, and operations to staff and run shifts effectively.
• Champion company policies, compliance requirements, and a positive team culture.

Qualifications

• Proven experience leading customer service or call center teams, ideally in a high-volume environment.
• Strong people-management abilities, including coaching, performance reviews, and conflict resolution.
• Comfort with contact center technology, reporting, and quality-monitoring tools.
• Excellent verbal and written communication skills.
• Ability to stay organized and decisive in a fast-moving operation.
• Availability to work on-site full-time in Schulte, Sedgwick County.

About OneMCI

MCI is one of the fastest-expanding tech-enabled business services organizations in the United States, backed by a substantial call center presence and operations spanning several countries. The company provides Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions to clients across many sectors, including healthcare, retail, government, and education. Joining OneMCI means stepping into a growing organization where service excellence drives everything we do.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.