Call Center Sales 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 ideal candidate will lead a team responsible for inbound call handling, coach and develop team members, and drive performance and productivity.

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.
• Ensure 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.
• 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.
• 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.
• Prior experience in management, supervisor, or customer service leadership is highly preferred.
• 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.
• 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.
• An ability to hold team members accountable for job performance including adherence, KPI's, and process.
• A clear, concise, and practical communication skills (both oral and written).

Skills

• Advanced knowledge of call center tools and technology used to manage KPIs and SLAs.
• 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.
• 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.
• An ability to hold team members accountable for job performance including adherence, KPI's, and process.
• A clear, concise, and practical communication skills (both oral and written).

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

Pay

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Schedule

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Conditions of Employment

• All MCI Locations Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position.
• Must be willing to submit up 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.
• Job offers are contingent on drug screening results.
• REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

Equal Opportunity Employer

MCI and its affiliates are committed to providing equal employment opportunities for all employees and applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, genetic information, marital status, medical condition, national origin, age, disability, or any other characteristic protected by applicable law. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.