Call Centre Sales Manager

Position Overview

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.

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 touch-points, including phone service and digital communication channels. This involves managing a team of supervisors to help develop efficient operations, promote sales and customer and services. You will work to continuously improve client metrics by providing leadership, direction, and motivation to the workforce.

Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.

This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations.

• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
• 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 supervisors 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

It's about building relationships and turning the knowledge; you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high-speed internet connection (Download speed of 20
  
  Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable…