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Outsourcing Call Center Jobs (NOW HIRING)

MCI Careers

Call Center Representative

Las Cruces, NM · On-site

$12 - $14.10/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Wichita, KS · On-site

$12 - $15/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Savannah, GA · On-site

$12.25 - $15.25/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Farmers Branch, TX · On-site

$15.50 - $19.25/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Tampa, FL · On-site

$14/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Las Cruces, NM · On-site

$11.50 - $14.25/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Dallas, TX · On-site

$15.75 - $19.75/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Las Cruces, NM · On-site

$11.50 - $14.25/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Savannah, GA · On-site

$12.25 - $15.25/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Savannah, GA · On-site

$12.25 - $15.25/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Tampa, FL · On-site

$14.50 - $18.25/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Las Cruces, NM · On-site

$11.50 - $14.25/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Las Cruces, NM · On-site

$11.50 - $14.25/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Las Cruces, NM · On-site

$12 - $14.10/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Killeen, TX · On-site

$14.50 - $18.25/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

MCI Careers

Call Center Representative

Las Cruces, NM · On-site

$11.50 - $14.25/hr

... call center footprint and operations that extend across multiple countries ... We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ...

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Outsourcing Call Center information

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How much do outsourcing call center jobs pay per hour?

As of Aug 24, 2026, the average hourly pay for outsourcing call center in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

What is an outsourcing call center?

An Outsourcing Call Center job involves handling customer service, sales, or technical support on behalf of a company through a third-party service provider. Employees in these roles answer phone calls, respond to emails or chats, and assist customers with inquiries, complaints, or transactions. These positions require strong communication skills, problem-solving abilities, and familiarity with a company's products or services. Outsourcing call centers help businesses reduce costs while ensuring quality customer support.

What does a typical workday look like for someone in an outsourcing call center?

A typical workday in an Outsourcing Call Center involves handling inbound or outbound calls, responding to customer inquiries, resolving issues, and accurately documenting interactions in company systems. You’ll likely work as part of a team, often on a rotating shift schedule, and may need to adapt to changing call volumes or campaign types throughout the day. Collaboration with team leaders and quality assurance specialists is common, as agents receive regular feedback to improve performance. The work environment is usually fast-paced and requires high attention to detail, making adaptability and time management valuable assets for success.

What are the key skills and qualifications needed to thrive in the outsourcing call center position, and why are they important?

To excel in an Outsourcing Call Center role, candidates need strong verbal communication skills, active listening abilities, and often a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software and telephone systems is commonly required, while some positions may look for certifications in customer service or specific industry knowledge. Outstanding interpersonal skills, patience, and the capacity to remain calm under pressure are crucial soft skills for success. These competencies are essential as they enable employees to efficiently resolve customers’ issues, maintain satisfaction, and contribute to a positive team environment.

More about Outsourcing Call Center jobs

What cities are hiring for Outsourcing Call Center jobs?

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What are the most commonly searched types of Outsourcing Call Center jobs?

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Outsourcing Call Center jobs near you
Infographic showing various Outsourcing Call Center job openings in the United States as of August 2026, with employment types broken down into 2% As Needed, 81% Full Time, 15% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.

Director, Call Center Operations

Unleashed Brands

Bedford, TX • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 3 days ago

New

Job description

Director, Call Center Operations
Job Summary
The Director, Call Center Operations is responsible for delivering strong and consistent performance across call center
operations supporting multiple brands on the Unleashed Brands platform. This leader oversees internal teams and
outsourced call center partners, with accountability for service, sales and conversion performance, customer experience,
workforce effectiveness, operating cost, and overall execution.
The role combines people leadership with operational improvement. The Director is expected to build strong leaders and
teams, establish clear performance expectations, identify and address performance gaps, and continuously improve the
processes, tools, and operating practices that drive call center results.
This leader also oversees external call center vendors and outsourced teams, ensuring they meet established service levels,
quality standards, performance expectations, and financial commitments.
Key Responsibilites

Drive Call Center Performance

  • Own performance across assigned brands and programs, including service level, quality, conversion, occupancy, shrinkage, productivity, attrition, and other key operating metrics.
  • Establish clear performance expectations and operating rhythms that create accountability for results.
  • Identify performance gaps quickly and work with leaders to implement corrective actions and measurable improvement plans.
  • Use data, customer feedback, and firsthand operational observation to improve performance and customer outcomes.
  • Ensure consistent execution and service standards across brands while accounting for differences in business needs and customer expectations.

Lead and Develop Call Center Teams

  • Lead, coach, and develop call center leaders responsible for day-to-day operations and team performance.
  • Build leadership capability and succession depth across the call center organization.
  • Ensure leaders consistently coach performance, manage attendance and productivity, and address employee issues promptly.
  • Partner with the People Team on workforce planning, organizational structure, hiring needs, performance management, and employee relations.
  • Create an operating environment that reinforces accountability, development, and strong customer service.

Improve and Optimize Operations

  • Evaluate call center processes, workflows, staffing models, and operating practices to identify opportunities to improve performance, efficiency, and customer experience.
  • Lead implementation of process improvements and ensure changes deliver measurable results.
  • Standardize operating practices where doing so improves consistency, efficiency, or scalability across brands.
  • Develop staffing and workforce plans that align labor resources with contact volume, service expectations, and business demand.
  • Build operating plans and performance measures that connect call center activity to broader business outcomes.

Manage Outsourced Call Center Partners

  • Oversee outsourced call center vendors and external delivery partners supporting Unleashed Brands and its brands.
  • Establish and manage service levels, quality standards, performance expectations, and operating requirements for external partners.
  • Hold vendors accountable for performance, staffing, service quality, and contractual commitments.
  • Review vendor performance and economics and identify opportunities to improve service, efficiency, or cost.
  • Lead onboarding and operational integration of new vendors or outsourced teams as business needs evolve.

Financial and Business Accountability

  • Own assigned call center budgets and monitor labor, vendor, and operating costs.
  • Manage cost-per-contact, labor efficiency, staffing productivity, and other financial measures.
  • Develop business cases and ROI analysis for process, technology, staffing, or vendor changes.
  • Connect call center performance to sales, customer experience, retention, and other brand-level business outcomes.
  • Communicate performance, risks, and improvement plans clearly to senior leaders and brand stakeholders.

Technology and Continuous Improvement

  • Identify opportunities to use technology, automation, AI, and analytics to improve call center performance and customer experience.
  • Partner with Technology and vendor teams to implement new tools and integrate them effectively into operations.
  • Ensure technology investments translate into improved productivity, quality, customer experience, or cost performance.
  • Lead adoption of new tools and processes through clear implementation plans, training, communication, and performance measurement.

Brand and Stakeholder Partnership

  • Build strong working relationships with brand leaders and key stakeholders supported by the call center organization.
  • Understand each brand's priorities and translate them into appropriate call center operating plans and service expectations.
  • Provide clear visibility into results, issues, trends, and improvement opportunities.
  • Resolve escalated operational issues and ensure commitments to brands and customers are met.
Qualifications

Required

  • 10+ years of progressive call center or contact center operations experience, including leadership of managers and frontline teams.
  • Demonstrated success leading multi-brand, multi-program, or multi-site call center operations.
  • Proven ownership of call center KPIs including service level, quality, conversion, productivity, occupancy, and workforce performance.
  • Experience improving operational processes and delivering measurable performance, efficiency, or customer experience improvements.
  • Strong workforce management experience, including staffing models, forecasting, scheduling, and labor optimization.
  • Experience managing budgets, labor costs, vendor costs, or other significant operating expenses.
  • Experience managing outsourced call center providers or other strategic operational vendors.
  • Demonstrated ability to develop leaders, build accountability, and improve team performance.
  • Strong analytical and financial acumen with the ability to translate data into operating decisions.
  • Ability to work effectively across multiple brands and with senior business leaders.

Preferred

  • Experience implementing or scaling AI-enabled call center tools, automation, or advanced analytics.
  • Experience leading significant operational change or process transformation.
  • Experience with Five9, Salesforce, workforce management platforms, business intelligence tools, and modern call center technology.
  • Experience in a franchise, multi-brand, consumer services, or similarly complex operating environment.

Perks

  • Paid bi-weekly
  • Company Paid Holidays
  • Flexible Paid Time Off
  • Paid Parental Leave
  • Multiple health care insurance plans that cover medical, dental, prescription, vision, and employer HSA contributions
  • Competitive 401(k) Program with employer matching contributions
  • Daily dress code of "business casual"
  • A positive work environment
  • And much, much more

Company Description

Unleashed Brands was founded to curate and grow a portfolio of the most innovative and profitable brands that help kids learn, play and grow. Over the last 10 years, the team at Unleashed Brands has built a proven platform and know-how for scaling businesses focused on serving families. Its mission is to impact the lives of every kid by providing fun, engaging and inspiring experiences that help them become who they are destined to be. Unleashed Brands has more than 1,300 locations open and in development with plans to open more than 100+ new units annually over the next 5 years. For more information, please visit www.unleashedbrands.com. Unleashed Brands is headquartered in the Dallas/Fort Worth Metroplex.

Commitment to Equal Opportunity

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