Call Center Regional Vice President

at OneMCI
Location San Diego, California
Date Posted June 25, 2022
Category Call Centre / CustomerService
Job Type Not Specified



The Regional 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.

This is a full-time, on-site position and requires frequent travel across a 3-5 location region.

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.



The Chief Operating Officer 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


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.


  • 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.


  • 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


We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV's, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.


  • Medical, Dental, and Vision Coverage Options
  • Paid Time-Off
  • Regular Raises
  • Work-at-Home Opportunities
  • Advancement Opportunity
  • Fun, Engaging Work Environment
  • Casual Dress Code
  • Cash and Prize Contests


We can offer a wide range of scheduling options for qualified candidates. There are multiple shifts and weekly work variations available to our team members. Please ask a Talent Acquisition Specialist about the different types of creative scheduling options that are available at your location. Whether you are a busy parent, student, or just want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization .

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.

  • Must be authorized to work in their country of residence (The United States or Canada)
  • 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.

As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.


To help protect our candidates and employees, we are REQUESTING that all on-site candidates wear a mask to interviews and training. In locations where state or local government has mandated the use of masks, we will abide by the mandate, and REQUIRE masks be worn when on-location.

For more information on MCI's response to COVID-19 please visit .

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of 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..... click apply for full job details