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Job description
MCI is a leading tech‑enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across multiple industries and geographies. MCI’s contact centers combine on‑site and remote agents and leverage advanced technologies to enhance customer journeys, drive scalability, and reduce costs.
Key Responsibilities
Strategic Leadership: Define and execute enterprise‑wide strategies that translate corporate goals into measurable initiatives driving revenue, profitability, and customer satisfaction.
Operational Oversight: Lead and align all business units and affiliate operations, optimizing performance across multi‑location call center environments.
Culture & Talent Development: Foster a high‑performance culture rooted in accountability, innovation, and purpose. Build and scale world‑class leadership teams across all levels of the organization.
Customer Experience Innovation: Spearhead initiatives that elevate CX across sales, service, QA, training, and workforce management—leveraging analytics and best‑in‑class processes.
Revenue Acceleration: Champion a data‑informed, customer‑centric approach to sales and client delivery, driving conversion, retention, and long‑term growth.
Cross‑Functional Alignment: Unify collaboration across sales, operations, HR, finance, and technology to ensure seamless execution and shared outcomes.
External Representation: Represent MCI’s mission and values externally, cultivating relationships with clients, partners, and stakeholders, and enhancing brand visibility at industry events.
Qualifications
20+ years of progressive leadership experience in call center, BPO, or CX industries.
10+ years in executive or multi‑site operational roles, with proven success scaling complex operations.
Demonstrated ability to translate strategy into execution with measurable impact on revenue, margins, and client satisfaction.
Strong business acumen with experience managing P&L, KPIs, and enterprise‑level initiatives.
Advanced understanding of contact center technologies, CRM platforms, and performance analytics.
Exceptional interpersonal, communication, and executive presence.
Proven track record of building and mentoring high‑performing teams.
Expertise in conflict resolution, change management, and strategic decision‑making.
Technologically adept with fluency in Microsoft Office Suite and enterprise collaboration tools.
Willingness to travel frequently across domestic and international sites.
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).
Preferred Qualifications
Bachelor’s degree required; MBA or equivalent executive education strongly preferred.
Experience managing remote and on‑site teams at scale.
Exposure to public‑sector, government, or military programs.
Background in M&A integration, digital transformation, or global expansion initiatives.
The job operates in a professional office environment. 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 may occasionally need to move about the office, reach in any direction, raise or lower objects, and move objects from place to place, holding onto objects and exerting force up to forty (40) pounds.
Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates 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.
At 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, 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.
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.