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MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking an accomplished and results-driven President to lead MCI’s global contact center network and serve as a key member of the Executive Leadership Team. This high-impact role is responsible for setting strategic priorities, optimizing operational performance, and driving sustainable business growth across all divisions and affiliate operations. The President will provide enterprise-wide leadership, strengthen organizational effectiveness, and ensure the successful execution of the company’s long-term growth strategy.

As President, you will oversee multi-site operations across domestic and international markets, ensuring consistent performance, service excellence, and operational alignment throughout the organization. You will champion innovation in customer experience (CX), enhance service delivery across sales, customer support, technical services, back-office operations, and collections, and lead the execution of key strategic initiatives. In this role, you will play a critical part in expanding MCI’s global footprint, strengthening client partnerships, and delivering long-term value for the business, its customers, and its stakeholders.

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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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.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• 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

• 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

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. (Does not apply in Canada)

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 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, one 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.

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 upon 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 a contract for employment, and either you or the employer may terminate employment at any time, for any reason.