Call Center Customer Service Supervisor

MCI is a fast–growing tech‑enabled business services company with a strong call center footprint in the United States and abroad. We provide customer experience, business process outsourcing and XaaS cloud technology solutions across a wide range of industries.

• Lead a team of 15–25 entry‑level front‑line customer service agents responsible for inbound call handling.
• Coach and develop agents 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.
• Direct workforce management activities and set performance goals and objectives.
• Develop and maintain strategy to ensure customer satisfaction on all service interactions.
• Provide motivation and development to maximize sales opportunities.
• Oversee weekly payroll review and submission.
• Drive revenue and profit growth originating from the call center.
• Meet performance, efficiency and quality assurance targets.
• Monitor individual and team results to identify and act on performance trends.
• Communicate key messages effectively to keep direct reports informed of process changes.
• Provide regular feedback to representatives on performance wins and areas of opportunity.
• Collaborate with quality assurance, training, IT and recruiting departments.
• Audit quality assurance strategies to ensure world‑class service delivery.
• Determine work procedures, prepare work schedules and expeditiously workflow.
• Hire, coach and terminate call center employees.
• Serve as a subject‑matter expert on the client’s business.
• Manage remote employees as needed.
• Other duties and responsibilities as assigned.

• Minimum of 3 years of total call center experience or 1 year of call center management experience.
• Associate’s degree or equivalent combination of education and work experience.
• Exceptional interpersonal and communication skills.
• Strong supervisory experience with staff development.
• Advanced knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Demonstrated ability to drive sales through the actions of others.
• Superior knowledge of call center tools and technologies used to manage KPIs and SLAs.
• Practical conflict resolution skills for both customer and agent conflict.
• Proven leadership with advanced time‑management, planning, organizational and multitasking skills.
• Eagerness to learn new products and systems.
• Ability to work in a fast‑paced professional environment.
• Strong understanding of the contact center environment and the levers to enhance performance and achieve client and financial targets.
• Clear, concise, and practical communication skills (both oral and written).
• Solution‑oriented and positive mindset that embraces change and ambitious goals.
• Organizational skills and the ability to prioritize objectives with minimal assistance.
• Hold team members accountable for job performance, adherence to KPIs and processes.
• Thrives in a fast‑paced, ever‑changing, high‑pressure environment.

• Military, local, state or federal government experience is a plus.
• Graduation from an accredited two‑year or four‑year college or university is a plus.
• Experience managing both remote and on‑site reports is a plus.

• Paid Time Off and paid holidays.
• Performance incentives and rewards (cash bonuses and prizes).
• Comprehensive medical, dental and vision coverage for full‑time employees after 60 days.
• Retirement savings programs where available.
• Short‑term disability coverage.
• Life insurance options.
• Accident and critical illness supplemental insurance.
• Career growth opportunities through internal promotions.
• Paid training to acquire new skills.
• Engaging work environment and team‑oriented culture.
• Casual dress code.

• 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…