Call Center Supervisor

About the role

The Customer Service Supervisor I, II, and Sales Supervisor I positions at MCI are responsible for managing and supporting teams of customer service agents. These roles require a minimum of 3 years of call center experience or 1 year in a management role, along with an associate’s degree or equivalent experience. Key responsibilities include leading and developing a team of 15-25 agents, monitoring performance, and driving sales growth.

Responsibilities

• Lead and manage a team of 15-25 entry-level customer service agents.
• Coach and develop team members on service standards, processes, and best practices.
• Maintain high levels of customer satisfaction and monitor performance metrics.
• Oversee workforce management, including scheduling and goal setting.
• Implement and audit quality assurance strategies to maintain service excellence.
• Manage hiring, onboarding, coaching, and terminations as needed.
• Collaborate with departments such as QA, Training, IT, and Recruiting.
• Drive revenue and profitability growth within the call center.
• Provide regular feedback and coaching to agents on performance and development.
• Communicate updates and process changes clearly and effectively.

Qualifications

• Minimum of 3 years of call center experience or 1 year in a management role.
• Associate’s degree or equivalent combination of education and experience.
• Strong interpersonal and communication skills.
• Proven supervisory experience with a focus on staff development.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Demonstrated ability to drive performance and meet sales goals.
• Familiarity with call center tools and technologies for KPI and SLA management.
• Effective conflict resolution skills for both customer and employee issues.
• Strong organizational, time management, and multitasking abilities.
• Ability to adapt and thrive in a fast-paced, high-pressure environment.
• Clear and practical written and verbal communication skills.
• A proactive, solution-oriented mindset with a drive for continuous improvement.
• Ability to independently prioritize tasks and implement effective solutions.
• Strong accountability and performance management capabilities.

Pay

Compensation details are provided in the job overview. Starting compensation is based on experience, and a variety of benefits and incentives are offered to support and reward team members.

Schedule

The job operates in a professional office environment. Employees will be required to sit/stand for long periods while using a computer and telephone headset. They may occasionally 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.