Call Center Customer Service Supervisor

About the role

MCI is seeking a highly motivated individual with excellent communication skills to manage a team of 15-25 entry-level front-line customer service agents. The successful candidate will lead and develop a team, manage call center productivity, and ensure customer satisfaction.

Responsibilities

• Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound 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 interactions.
• Provide team motivation and development to maximize sales opportunities.
• Be directly responsible for the performance and success of your team.
• Responsible for the overall performance and productivity of direct reports.
• Responsible for weekly payroll review and submission to ensure correct entries.
• Drive 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.
• Hire, coach, and terminate call center employees.
• Manage remote employees as needed.

Qualifications

• Minimum of 3-years of total call center experience or 1-year of call center management experience.
• A minimum of an Associate's degree or equivalent combination of education and relevant work experience.
• Exceptional interpersonal & communication skills.
• Strong supervisory experience including staff development.
• Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.
• Demonstrated ability to drive sales through the actions of others.
• Proven ability to meet performance, efficiency, and quality assurance targets.
• Practical conflict resolution skills (both customer and agent conflict).
• Advanced time management, planning, organizational, and multitasking skills.
• Ability and eagerness to learn new products and system.
• Ability to work in a professional, fast-paced environment.
• Clear, concise, and practical communication skills (both oral and written).
• A solution-oriented and positive mindset that openly embraces change and stretches goals.
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.
• The ability to hold team members accountable for job performance including adherence, KPI's, and process.

SkillsPossess practical conflict resolution skills (both customer and agent conflict).

Advanced knowledge of call center tools and technology used to manage KPIs and SLAs.

Proven leader with advanced time management, planning, organizational and multitasking skills.

Ability and eagerness to learn new products and system.

Ability to work in a professional, fast-paced environment.

Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.

The ability to hold team members accountable for job performance including adherence, KPI's, and process.

Benefits

At MCI, we offer a variety of benefits and incentives to support and reward our team members, including:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code