Call Center Sales Manager

Position Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. The Call Center Sales Manager role focuses on driving revenue growth, enhancing customer experiences, and managing a team of supervisors.

Position Responsibilities

• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
• Coach and develop reports 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 the overall performance and productivity of direct reports
• Conduct weekly payroll review and submission to ensure correct entries
• Drive the growth of revenue and profit originating from a call center
• 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 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
• Determine work procedures, prepare work schedules, and expedite workflow
• Hire, coach, and terminate call center employees
• 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