Call Center Contact Tracing Supervisor

Position Overview

MCI is a rapidly growing tech-enabled business services company with a strong presence in the USA and operations across multiple countries. We offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Our contact centers leverage advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We are seeking experienced Contact Tracing Supervisors to lead our dynamic contact center team.

Position Responsibilities

• Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound and outbound call handling.
• Coach and develop team members 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 and set performance goals and objectives.
• Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
• Provide team motivation and development to maximize sales opportunities.
• Ensure compliance with client requirements, company policies, and regulatory standards.
• Communicate key messages effectively to ensure direct reports are informed of process changes.
• Provide regular feedback to representatives 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.
• Monitor individual and team results to identify and act on both positive and negative performance.
• Be a subject matter expert on your client's business.
• Manage remote employees as needed.

Candidate Qualifications

• 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.
• A wired, high-speed internet connection (Download speed of 20Mbps+).
• 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 with the ability to maintain regular attendance and punctuality.
• The ability to evaluate, troubleshoot, and follow-up on customer issues.
• An aptitude for conflict resolution, problem solving, and negotiation.
• Customer service oriented (empathetic, responsive, patient, and conscientious).
• Strong team orientation and customer focus.
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with your team and customers.