Division Vice President

MCI 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.

The Division Vice President is part of the Executive Management team and will play a key role in supporting the organization. This position involves directing the daily operations and call center activity across multiple locations.  In this role, you will be responsible for developing, implementing, and overseeing strategic business plans and initiatives within the center to achieve operational efficiencies, cultivate an exceptional team environment, and create an outstanding customer experience.

Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic.  A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred. 

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

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WHAT DOES SOMEONE IN THIS ROLE DO?

The right candidate for this position must have the management and organizational skills required to lead call center staff to deliver superior sales and service while managing several business plan projects. The position accomplishes this through a respectful, constructive, and energetic style, guided by the company's objectives.

Essential Duties

• Establishes, implements, and communicates the strategic direction of the organization's operations division
• Collaborates with executive leadership to develop and meet company goals while supplying expertise and guidance on operations projects and systems
• Create a culture of success and ongoing sales goal achievement to deliver profitable growth
• Develop a strong, sustainable team by attracting, mentoring, developing, rewarding, and retaining top talent
• Inspire and motivate supervisors and team members to achieve and surpass performance targets
• Direct the ongoing professional development of call center staff and management team related to technical and sales training critical to the team's success
• Work with call center management to improve KPIs, management of operations applications, performance monitoring/QA, and employee leadership and coaching
• Demonstrated ability to increase key metrics along with sales quotas, conversion rates, etc
• Effectively leverage supporting resources in the sales process with the spirit of teamwork and cooperation

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

The ideal candidate would share and understand the high-growth objectives of the company.  This position requires an advanced degree of leadership, creative thinking, and dedication to people.  The ability to professionally represent the organization internally and client-facing is a must.  The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.

REQUIRED QUALIFICATIONS

• Minimum of 15-years of total call center experience and at least 10-years of call center management experience
• Associates degree or equivalent combination of education and relevant work experience
• Exceptional interpersonal & communication skills
• Superior knowledge of call center tools and technology used to manage KPIs and SLAs
• Strong supervisory experience including staff development
• Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
• Demonstrated ability to drive sales through the actions of others
• Possess practical conflict resolution skills (both customer and agent conflict)
• Proven leader with advanced time management, planning, organizational and multitasking skills
• Ability and eagerness to learn new products and system
• Ability to work in a professional, fast-paced environment
• Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
• Clear, concise and practical communication skills (both oral and written)
• A solution-oriented and positive mindset that openly embraces change and stretches goals.
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.
• An ability to hold team members accountable for job performance including adherence, KPI's, and process
• The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.

PREFERRED QUALIFICATIONS:

• Military, local, state or federal government experience is a plus.
• Bachelors Degree or MBA (preferred but not required)
• Experience managing both remote and on-site reports is a plus

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.

All 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.

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.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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 are responsible 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 qualified applicants with criminal histories for employment 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, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

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.

The 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 on 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 an employment contract, and either you or the employer may terminate employment at any time for any reason.