Call Center Supervisor

About the role

MCI is seeking a Customer Service Supervisor I or II to lead and manage a team of 15-25 entry-level customer service agents. This role requires a minimum of 3 years of call center experience or 1 year in a management role, with an associate’s degree or equivalent experience. Key responsibilities include coaching and developing team members, monitoring performance metrics, and driving revenue and profitability 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 drive performance and sales goals.
• Manage workforce management, including scheduling and goal setting.
• Implement and audit quality assurance strategies to maintain service excellence.
• Manage remote team members as needed.
• Collaborate with departments such as QA, Training, IT, and Recruiting.
• Perform additional duties as assigned.

Qualifications

• Minimum of 3 years of total 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.
• Strong accountability and performance management capabilities.

Benefits

MCI offers a competitive compensation and benefits package, including health benefits, retirement savings programs, and various incentives and rewards. The company also provides a supportive work environment with a focus on internal promotions and career growth opportunities.