Call Center Customer Service Manager

Operations Overview

MCI is a leading provider of business services, including customer experience, BPO, and XaaS solutions. Our operations span multiple countries and industries, with a focus on delivering exceptional customer service and driving operational efficiency.

Responsibilities

• Lead and manage a team of 5-10 supervisors in a call center environment
• Coach and develop supervisors on customer service best practices and performance management
• Monitor and improve call center metrics, productivity, and service quality
• Foster a culture of accountability, continuous improvement, and excellence
• Oversee workforce management and set clear performance goals
• Develop strategies to enhance customer satisfaction across all service interactions
• Motivate teams to maximize sales opportunities and meet revenue targets
• Ensure accurate and timely payroll review and submission
• Track and analyze individual and team performance, addressing both strengths and areas for improvement
• Communicate process updates and key messages effectively to supervisors
• Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting
• Design and audit quality assurance strategies to ensure top-tier service delivery
• Manage hiring, coaching, and termination processes for call center staff
• Manage remote employees as needed
• Perform other duties as assigned

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• 2+ years of experience in call center operations management
• Strong data entry and computer skills
• Fluent in English (spoken and written)
• Wired high-speed internet connection (20Mbps+ download speed)
• Excellent organizational, written, and verbal communication skills
• Typing speed of 20+ words per minute
• Availability to work scheduled shifts, including during training
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Ability to learn and navigate complex computer systems
• Reliable attendance and punctuality
• Strong conflict resolution, problem-solving, and negotiation skills
• Customer-focused mindset, empathetic, responsive, and patient
• Strong interpersonal skills and team orientation