Call Center Team Lead

Overview

MCI is a leading tech‑enabled business services company that delivers customer experience, business process outsourcing, and cloud solutions to a wide range of industries.

The Customer Service Supervisor manages a team of 15–25 front‑line agents in a complex call center environment. The role involves daily supervision, coaching, performance monitoring, scheduling, and continuous improvement of service quality and productivity.

• Lead and manage a team of 15-25 front-line agents handling inbound customer service calls.
• Coach and develop team members on service standards and best practices.
• Monitor performance metrics and drive continuous improvement in productivity and quality.
• Foster a culture of accountability, motivation, and personal excellence.
• Set performance goals and manage scheduling and workforce planning.
• Ensure customer satisfaction across all service interactions.
• Collaborate with internal departments including QA, Training, IT, and Recruiting.
• Provide regular feedback and performance reviews.
• Oversee payroll submissions and ensure accuracy.
• Support hiring, onboarding, coaching, and performance management.
• Manage remote employees as needed.
• Serve as a subject matter expert on client-specific operations.

• Minimum of 3 years of call center experience or 1 year in a management role.
• Associate’s degree or equivalent combination of education and experience.
• Strong interpersonal and communication skills.
• Proven leadership and staff development experience.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Experience with call center tools and KPI/SLA management.
• Conflict resolution and problem‑solving skills.
• Ability to thrive in a fast‑paced, high‑pressure environment.
• Strong organizational and time management skills.
• Clear, concise verbal and written communication.
• A proactive, solution‑oriented mindset.

• Experience in military, local, state, or federal government environments.
• Degree from an accredited two‑ or four‑year college or university.
• Experience managing both remote and on‑site teams.

• Paid Time Off – Earn PTO and paid holidays to meet your needs.
• Incentives & Rewards – Daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits – Comprehensive medical, dental, and vision coverage after 60 days of employment; all employees have access to MEC medical plans after 30 days.
• Retirement Savings – Retirement savings programs where available.
• Disability Insurance – Short‑term disability coverage.
• Life Insurance – Access to life insurance options.
• Supplemental Insurance – Accident and critical illness insurance.
• Career Growth – Internal promotions and advancement opportunities.
• Paid Training – Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment – Team‑oriented culture that fosters collaboration.
• Casual Dress Code – Comfortable attire encouraged.

This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. They will regularly operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally need to move around 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 the country where the job is based.
• 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.

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…