Company: The Sydney Call Centre

Location: Nova Scotia

Expected salary:

Job date: Wed, 07 May 2025 23:21:46 GMT

Job description: Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software…, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center…

The content appears to list various companies and services related to customer experience and management. Key categories include:

• CXP (Customer Experience Provider) and DXP (Digital Experience Provider): Focus on enhancing customer interactions and experiences.
• Account Receivables Management (ARM): Involves managing and collecting outstanding invoices.
• Application Software: Refers to software solutions for various business needs.

Additionally, it mentions specific companies such as MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services, OnBrand24, and The Sydney Call Center, likely highlighting players in the customer service or tech sectors.

The job description for the Performance Manager position at MCI, as detailed on the Sydney Call Centre’s job listing, includes the following:

Position Overview:
MCI is a leading Business Process Outsourcing (BPO) company specializing in delivering tailored solutions to meet diverse client needs. We are seeking a results-driven Performance Manager to join our dynamic team. In this strategic role, you will be instrumental in enhancing client satisfaction, optimizing service delivery, and leading continuous improvement initiatives across our global operations. This high-impact position requires strong leadership, data-driven decision-making, and a passion for operational excellence.

Key Responsibilities:

• Build and maintain strong, trust-based client relationships to ensure satisfaction, retention, and long-term success. Serve as a key point of contact and escalation for client concerns.
• Oversee daily operations with a focus on key performance indicators (KPIs) and service level agreements (SLAs). Identify performance trends and implement action plans to address gaps.
• Lead performance analysis and reporting efforts by developing and delivering dashboards, insights, and performance reviews to drive data-driven decision-making.
• Collaborate with leadership and cross-functional teams to design and implement strategic solutions that improve efficiency, quality, and client outcomes. Drive a culture of continuous improvement.
• Coach and mentor team leads and people managers to strengthen leadership capabilities and support talent development across the organization.
• Ensure the successful execution of action plans related to operations, training, and quality. Act as a bridge between Operations, Training, and Quality teams to align strategies and ensure smooth execution.
• Identify opportunities to streamline workflows, enhance productivity, and optimize performance. Lead initiatives that support operational excellence and innovation.

Candidate Qualifications:

• Bachelor’s Degree.
• Minimum of 5 years’ experience in Performance Management, Client Services, Account Management, or a similar role, preferably in a BPO, shared services, or outsourcing environment.
• Demonstrated experience in managing and developing teams, providing coaching, and driving accountability at multiple levels.
• Strong proficiency in performance analysis, KPI tracking, and the use of reporting platforms and tools (e.g., Excel, BI dashboards).
• Proven ability to translate business challenges into actionable strategies and lead cross-functional initiatives to successful outcomes.
• Experience in a client-facing role, with excellent communication, stakeholder management, and relationship-building skills.
• Knowledge and practical experience in driving process improvement and aligning operations, training, and quality for enhanced performance.

Compensation Details:
At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings:

For more detailed information and to apply, please visit the official job listing.