Call Center Contact Tracing Supervisor

About the role

MCI is seeking experienced Contact Tracing Supervisors to join our dynamic contact center team, supporting both commercial and public sector clients. The role involves leading a team of 15-25 Contact Tracing Representatives, ensuring exceptional performance, adherence to operational processes, and delivering high-quality customer interactions.

Responsibilities

• Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound and outbound call handling.
• Coach and develop 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.
• Direct workforce management activities and set 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.
• Promote and meet performance, efficiency, and quality assurance targets.
• Monitor 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 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.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Responsible for hiring, coaching, and terminating call center employees.
• Manage remote employees as needed.

Requirements

• Previous supervisory experience in a contact center environment.
• Strong leadership and coaching skills.
• Excellent communication abilities.
• Proven track record of driving team performance.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Able to manage a team of 15-25 entry-level customer service agents.
• Customer service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi-task, stay focused, and self-manage.
• 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.

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.
• Have 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).
• Able 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.