Call Center Team Lead

Job Overview

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. If you are a highly motivated individual and possess excellent communication skills, we need your help in managing customer service agents. As the team coach and leader, you will be directly responsible for the performance and success of your team. This is a management-level position. Prior experience in management, supervisor, or customer service leadership 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.

Position Responsibilities

Supervisors are responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment. The Customer Service Supervisor I position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and sales results program wide. Customer Service Supervisor II conduct regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Customer Service Sales Supervisor I work closely with the Operations Manager, ensuring the overall adherence to corporate policies and procedures.

Key Responsibilities :

• Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling.
• Responsible for coaching and developing reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
• Drive a culture of accountability, continuous improvement, and personal excellence
• Directs workforce management activities and sets performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of direct reports
• Responsible for weekly payroll review and submission to ensure correct entries
• Responsible for driving the growth of revenue and profit originating from a call center
• Proven ability to meet performance, efficiency, and quality assurance targets
• Monitoring of individual and team results to identify and act on both positive and negative performance
• Communicate key messages effectively to ensure that direct reports are informed of process changes
• Provide regular feedback to representatives regarding performance wins and areas of opportunity
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service
• Determining work procedures, preparing work schedules, and expediting workflow
• Responsible for hiring, coaching and terminating call center employees
• Be a subject matter expert on your client's business
• Manage remote employees as needed.
• Other duties and responsibilities as assigned

Candidate Qualifications

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 :

Preferred Qualifications :

Conditions of Employment

All MCI Locations

Subject to the program and location of the position

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 :

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same : rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

Physical Requirements

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