Customer Service Supervisor

Position: Customer Service Supervisor I

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Savannah, GA

Full-Time

Salary + Bonus

MANAGEMENT Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement

No Resume Required, On-site Interview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

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.

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.

WHAT DOES SOMEONE IN THIS ROLE DO?

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 pro-actively seeks ways to improve the 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



Key Responsibilities

• 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.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

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.



Required Qualifications

• 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.

PREFERRED QUALIFICATIONS

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

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• 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…