Call Center Sales Supervisor

LOCATION:

Killeen, TX

JOB TYPE:
Full-Time

PAY TYPES:
Hourly

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.

If you are a highly motivated individual and possess excellent communication skills, we need your help in managing call center sales agents. While your team operate the phone for a variety of commercial, state, and federal projects, you will assist and support them with your leadership and expertise. 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 highly 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.

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.

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.

• 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 relevant work experience.
• Exceptional interpersonal & communication skills.
• Strong supervisory experience including staff development.
• Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.
• Demonstrated ability to drive sales through the actions of others.
• Superior knowledge of call center tools and technology used to manage KPIs and SLAs.
• Possess practical conflict resolution skills (both customer and agent conflict).
• Proven leader with advanced time management, planning, organizational and multitasking skills.
• Ability and eagerness to learn new products and system.
• Ability to work in a professional, fast-paced environment.
• Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets.
• Clear, concise and practical communication skills (both…