Call Center Sales Manager

Position Overview

Position Responsibilities

Candidate Qualifications

Conditions of Employment

About Mci (parent Company)

Position Overview

MCI is a leading provider of business services, including customer experience, business process outsourcing, and anything-as-a-service (XaaS) cloud technology solutions. Our services span various industries such as healthcare, retail, government, education, telecom, technology, e-commerce, and finance. We operate from multiple countries and leverage advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

We are dedicated to fostering a career environment where professionals can grow, learn, and contribute to our global expansion. The Call Center Sales Manager oversees the call center team, ensuring exceptional customer experiences and driving sales and service improvements.

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
• Review and submit weekly payroll entries for accuracy
• Drive revenue and profit growth from the call center
• Meet performance, efficiency, and quality assurance targets
• Monitor individual and team results to identify and address performance issues
• Communicate key messages to supervisors and provide feedback on performance
• Work with other departments to ensure compliance with corporate policies and procedures

Candidate Qualifications

The ideal candidate should have:

• Experience in call center operations management
• Highly organized and enjoy working with people
• A strong work ethic
• Fluency in English
• Basic knowledge of Microsoft Office Suite
• Ability to type quickly and accurately
• Wired, high-speed internet connection
• Excellent organizational, written, and oral communication skills
• Ability to work flexible hours, including training periods
• Basic knowledge of computer and Windows PC applications
• Ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem-solving, and negotiation
• Customer service orientation (empathetic, responsive, patient, and conscientious)
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Subject to a LEVEL II background and/or security investigation with a fingerprint
• Job offers are contingent on background/security investigation results
• Must be willing to submit to drug screening
• Drug screening results are contingent on job offer
• Reasonable accommodations are provided for qualified employees with disabilities
• MCI is an equal opportunity employer

About Mci (parent Company)

MCI helps customers tackle their CX and DX challenges by delivering industry-leading solutions that create exceptional experiences and drive optimal performance. We assist companies with business process outsourcing, staffing, contact center customer services, and IT services through general and specialized hosting, software, staff, and services. MCI has grown significantly, being named the 452nd Fastest Growing Privately Company in the USA and Iowa's Fastest Growing Company in 2019. MCI operates from ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. We are committed to modernization through digitalization and serve mid-market, federal, and enterprise partners. MCI now employs over 10,000 talented individuals and has 150+ diverse North American client partners across various brands including MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.