Call Center Sales Manager

Company Overview

MCI is one of the fastest‑growing tech‑enabled business services companies in the United States, 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. The Call Center Sales Manager oversees all aspects of our call center team. As a sales manager, you will ensure an exceptional customer experience in all customer touchpoints, including phone service and digital communication channels.

This involves managing a team of supervisors to help develop efficient operations, promote sales and customer service. You will work to continuously improve client metrics by providing leadership, direction, and motivation to the workforce.

• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
• Coach and develop 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
• Direct workforce management activities and set performance goals and objectives accordingly
• Develop and maintain strategy to ensure customer satisfaction on all service interactions
• Provide team motivation and development to maximize sales opportunities
• Take overall responsibility for the performance and productivity of direct reports
• Review and submit weekly payroll to ensure correct entries
• Drive the growth of revenue and profit originating from the call center
• Meet performance, efficiency, and quality assurance targets
• Monitor 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 supervisors regarding performance wins and areas of opportunity
• Collaborate with other departments such as quality assurance, training, IT, and recruiting
• Develop and audit quality assurance strategies to ensure world‑class service delivery
• Determine work procedures, prepare work schedules, and expedite workflow
• Hire, coach, and terminate call center employees as needed
• Be a subject matter expert on your client’s business
• Manage remote employees as needed
• Perform other duties and responsibilities as assigned

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data‑entry using a computer
• English fluency—read, speak, write, and type (20+ wpm)
• Wired, high‑speed internet connection (20 Mbps+ download)
• Excellent organizational, written, and oral communication skills
• Ability to work scheduled shifts including training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with PC applications and ability to learn new complex systems
• Highly reliable with regular attendance and punctuality
• Evaluate, troubleshoot, and follow up on customer issues
• Conflict resolution, problem‑solving, and negotiation aptitude
• Customer‑service oriented (empathetic, responsive, patient, conscientious)
• Multi‑task, stay focused, and self‑manage
• Strong team orientation and customer focus
• Thrives in fast‑paced environments with change and ambiguity
• Excellent interpersonal skills and ability to build relationships with team and customers

• One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a…