Customer Service Supervisor I

Our Employee Development team is hiring experienced Customer Service Supervisors to support a variety of commercial and public sector clients. In this role, you’ll lead a team of inbound customer service agents, providing coaching, support, and performance management to ensure team success and client satisfaction.

This is a full‑time, on‑site position. Candidates must be local and able to report to one of our physical contact center locations.

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 proactively seeks ways to improve 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.

• Supervise and support a team of 15–25 front‑line agents handling inbound calls.
• Coach team members on customer service best practices and performance improvement.
• Monitor KPIs and drive productivity, quality, and customer satisfaction.
• Conduct regular performance reviews and provide actionable feedback.
• Collaborate with internal teams including QA, Training, IT, and Recruiting.
• Manage scheduling, payroll submissions, and workforce planning.
• Support hiring, onboarding, and disciplinary actions as needed.
• Serve as a subject matter expert on client‑specific processes and expectations.

The ideal candidate would share and understand the high‑growth objectives of the company. This position requires advanced 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 be comfortable collaborating with other departments and locations throughout the organization.

• Minimum of 3 years of call center experience or 1 year in a supervisory role.
• Associate’s degree or equivalent combination of education and experience.
• Strong communication, leadership, and interpersonal skills.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Experience with call center tools and performance metrics (KPIs, SLAs).
• Ability to manage conflict, prioritize tasks, and thrive in a fast‑paced environment.
• Proven ability to coach and develop team members effectively.

• 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.

We offer a variety of benefits and incentives that go beyond a paycheck.

• Paid Time Off – Earn PTO and paid holidays.
• Incentives & Rewards – Participate in contests that include cash bonuses and prizes.
• Health Benefits – Medical, dental, and vision coverage after 60 days, with access to MEC plans after 30 days.
• Retirement Savings – Programs where available.
• Disability Insurance – Short‑term coverage available.
• Life Insurance – Options to safeguard your loved ones.
• Supplemental Insurance – Accident and critical illness coverage.
• Career Growth – Internal promotion opportunities.
• Paid Training – Learn new skills while earning a paycheck.
• Engaging Work Environment – Culture fosters collaboration.
• Casual Dress Code – Comfortable attire.

• 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…