Job Description & How to Apply Below
MCI, a tech‑enabled business services company, seeks a Call Center Sales Manager to oversee operations, ensure high customer experience, and drive sales and productivity across its call centers.
Key Responsibilities
Lead a team of 5‑10 call center supervisors for inbound and outbound representatives.
Coach and develop supervisors on customer service processes and best practices.
Manage metrics, performance criteria, policies and procedures to improve call center productivity.
Drive a culture of accountability, continuous improvement, and personal excellence.
Direct workforce management activities, set performance goals and objectives.
Develop and maintain strategy for customer satisfaction on all service interactions.
Motivate team and maximize sales opportunities.
Oversee performance and productivity of direct reports.
Review and submit weekly payroll.
Drive revenue and profit growth originating from the call center.
Meet performance, efficiency, and quality assurance targets.
Monitor individual and team results, identify and act on performance trends.
Communicate key messages and process changes to supervisors.
Provide feedback on performance wins and improvement areas.
Collaborate with quality assurance, training, IT, and recruiting departments.
Audit quality assurance strategies to ensure world‑class service.
Prepare work schedules, determine procedures, and expedite workflow.
Hire, coach, and terminate call center employees.
Be a subject‑matter expert on the client’s business.
Manage remote employees as needed.
Perform other duties as assigned.
Candidate Qualifications – Required
Must be 18 years of age or older.
High school diploma or equivalent.
Experience with data‑entry using a computer.
Fluent reading and speaking in English.
Wired, high‑speed internet (download >20 Mbps).
Excellent organizational, written, and oral communication skills.
Typing speed of 20+ words per minute.
Ability to work scheduled shifts during our training period.
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
Familiarity with Windows PC applications and ability to learn new computer systems.
Highly reliable with regular attendance and punctuality.
Ability to evaluate, troubleshoot, and follow up on customer issues.
Conflict resolution, problem‑solving, and negotiation aptitude.
Customer service orientation (empathetic, responsive, patient, conscientious).
Multi‑task, stay focused, and self‑manage.
Strong team orientation and customer focus.
Thrives in a fast‑paced environment with change and ambiguity.
Excellent interpersonal skills and ability to build relationships with team and customers.
Preferred (Not Required)
One year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center.
State or federal work experience.
Compensation & Benefits
Starting compensation is based on experience. MCI offers competitive pay and benefits, including:
Paid Time Off and paid holidays.
Health benefits for full‑time employees via Blue Cross.
Life insurance and supplemental insurance for accident and critical illness.
Opportunity for career growth through internal promotions.
Paid training.
Team‑oriented work environment.
Casual dress code.
Physical Requirements
The role is largely sedentary, involving prolonged use of a computer and telephone headset, occasional movement around the office, and lifting up to 40 pounds.
Conditions of Employment
Authorized to work in the country where the job is based.
Willing to submit to a background or security investigation with a fingerprint.
Willing to submit to drug screening (except in Canada). Job offers contingent on results.
Reasonable Accommodation
MCI complies with the Americans with Disabilities Act and provides reasonable accommodations upon request.
Equal Opportunity Employer
MCI is an equal‑opportunity employer and maintains a workplace free from discrimination based on age, race, color, religion, sex, disability, national origin, or any other protected characteristic.
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